untraceable parcel and confusing feedback

poor service received, my parcel was received by the courier service on the 24th of October to deliver it in my Pretoria adress. Tried using their online tracking system which indicated that the parcel was scanned in Pretoria on the 28th until today still not delivered. Contacted their customer services today earlier and they indicated that they contacted me on the same day (the 28th) but now could not trace where the parcel is.

Tracking no: ***