Extremely disappointing online service.

I looged a shipment online on Friday Morning. I deposited a parcel in a box on Friday afternoon. I then notified the receiver that I had done so and she rep**** saying she did not expect it so soon, she has changed address. I then went online to request a change of address on the shipment. While communicating with the online agent, I was disconnected because they only work till 6pm.??? On Saturday I tried again and after 50 minutes I had gotten no further, and was told to try again on Monday. Today after a further 50 minutes online with an agent, I was still no further. They were insisting that nothing could be done until the shipment tracked on their system. I find this difficult to comprehend when the details were captured online. When I requested an email address to make a complaint, my request was ignored and I was told to try again later. Because I was not getting any satisfactory answers, I asked to speak to a manager because I now wanted to complain about the service. I was told I cannot be transfered to a manager for a parcel they do not have and that the chat was being closed. It was closed before I could respond saying that I wanted to complain about service and not about the parcel. I then went onto their website, and asked via Messenger for a complaints email address. I was told they connot provide one with an invalid tracking number, and yet they were able to tell me that the parcel was logged on Friday using that very tracking number?? I was even sent a screen shot where it stated that the shipment was logged on Friday. The responses from the agents were taking anything from 5 minutes to 30 minutes. Yes, once they did apologise for having gone offline. Twice I might add. But even afterr coming back online, it took several minutes to actually get a response. I then went back onto the shipping website to see if I could find the screen they had sent me. When I found it, I noticed that from there I was able to edit the shipping details???? Success at last, NO! I could change the street and appartment number but not the suburb and postal code. I tried three different ways and it would not accept what the receiver had sent me. This means that even if I had the correct address to start with, I would not have been able to log the shipment becausee their system does not have the suburb and postal code required. So the bottom line is: Their online agents are slow. Their online agents are not fully trained on what can be done. The company must have something to hide if their clients cannot have accesss to a complaints method. The data on the companies system is inadequate.