Dissatisfied at the service delivery

Tracking number- ***. My son has been waiting on a delivery since 21 November 2021. We have been calling your customer service department for almost 2 weeks now and no one gives us feedback as to when the parcel will be delivered. We were told that the parcel is with a 3rd party agent. Thabiso is the agent dealing with our case but we have never had any feedback from him/her with regards to what is happening. This is poor service and I am very disappointed. Can someone please let me know what is happening with my sons delivery.