Churchills I. E. poor service even from management

On the 15 June I made a booking to send a package to one of our clients in Zambia. After phoning and speaking to the operational manager and their International manager (phoned at least 10 times) and having been promised they will get back to me, I have not been called back once, and have no idea where the package is. Obviously I have a very irate customer in Zambia who i can give no information to... It is unacceptable that even Churchills management acts with such lack of professionalism and courtesy. I need answers urgently!