Non collection of shipment at pick-up point

I have drop a shipment on 12-01-2016 at about 13:30 at Fresh Stop College Motors, College Road, Graaff Reinet. On Wednesday, 13-01-2016, at 16:53, the shipment has not yet been captured on their tracking system, meaning the shipment has not yet been collected, although Aramex promise an overnight service which is also paid for. This is the second time that it happens at this specific service centre. A complaint was lodge at their PE branch, without any response or even acknowledgement. This is totally unacceptable as very important and urgent documents are couriered.