Parcel has not arrived

Am very disappointed and frustrated . I have been waiting for my parcel from the 14th as per system it arrived in durban but they have advised it did arrived physically. Which is very strange because on the same day I paid for customs . It was on da 16th when I called that when I found out about this story. I called every hour that when they said they will log a case . I have been waiting from than up until now. They keep saying they are investigating . How long this will take . How can you scan a parcel and does not arrive to durban. Nobody is giving me answers on how did this happen . I have paid to get this service but am not getting any joy and on top of it my parcel is nowhere to be found . All I need is my parcel not phone calls telling me they are investigating after the whole week . My tracking number is *** .