Not delivered at all

I sent my parcel on the 18th of which I understand it was the holiday. So 19/20/21/22 and today is 25 and my parcel is stucked at Durban. When I check onlinw it says wrong address or incomplete address. So if that the case why not call me or the receiver because our numbers are both there even my email address and why should we provide those if they are useless. This is my last time using your service...