3 weeks after collection... Waiting for them to hear back from their CT branch. Zero follow up

My package was picked up on the 31 of August to be delivered by 2nd of September. A week later I found out from the people I was shipping to that it had still not arrived. I contacted them immediately and was told that they'd have to file a request with their Cape Town branch. The next week I had heard nothing back so called again and was told the same story. I've been calling almost every day since, I keep getting told that they need to hear back from the CT branch. I have not been contacted even once.