Courierit poor service

My parcel was checked in Durban on the 15th and has been sitting there until I decided to send an email to enquire about the delivery status. There was no response from courierit but instead when tracking the parcel I noticed it was loaded to the vehicle the next day "that was the 20th" at around 8:30am. I was then waiting for SMS with a unique OTP as stated on their page but nothing, I kept on tracking the whole day to my surprise in the afternoon it was stated that contact not avaliable. I sent them an email again still there was no response, then I decided to sent an email to Telkom and cc them only then they started responding to my email requesting for my contact number and the delivery address. I was so shocked when they asked for those details after they have claimed that the contact was not available. Which number did they use when "I was not available"?where were they going to deliver if they don't have my address? I am still waiting for the SMS with the unique OTP and still waiting for my parcel

What I experienced was they do not take any of the queries serious or as a matter of urgency they only response once you involve the service provider.