Very bad service

Good day. I had an parcel posted to me from Stellenbosch Aramex branch on 20 Sept 2022. The waybill no. is available with me. I called and complainan on Monday 26 Sept. 2022. I spoke to a lady there that's name is also available. The second call when I need her area manager contact details,she dropped the phone in my ear. I did not receive my parcel up till date. She new even what color the item was. Do I make a theft case? I am not satisfied with this hillarious customer care!