Poor service

I live 160 km from Cape Town. I have waited 17 days for the delivery of a parcel and counting. With lockdown backlogs the average is about 5 days. On their online tracking system there was the same message: Scanned into cage - for 6 consecutive days. I phoned 3 times - each time another lame excuse about address, but each time the address they have is perfectly correct - the one on which I have had numerous parcels delivered in the past. I am still waiting for them to return the call I made yesterday - after discussion with the line manager, the agent said??