bad service

I have sent my parcel on the 25th of September 2020 and till today my parcel has not arrived. When I called on Wednesday 07 of October was told that the agent has the parcel and will be delivered on the day but to my surprise it wS not delivered. Today I called again was told the matter it escalated to Management and the will call me back. Till now nothing happened I can't even track the parcel online, it still indicates shipment record created