No service

I sent a parcel to Pretoria from East London on the 10th of April, around midday. According to track and track, it was booked in at 17:08 on the same day. Until today, my customer has not received her parcel, and it still says 'IN TRANSIT'. Can someone tell me what service I paid R99 for????? This was the first and last time I used Aramex. I want my money back!