"Service" from DHL customer care executive

I wrote a complaint about a missing package that I sent from SA to Australia and paid R 4 470 for that DHL lost on 23 December 2021.

The same afternoon Sade Eiman, a customer care executive, called me and for a moment I thought there was hope. She was supposed to email me her details that afternoon which she did not do.

The next day she started playing the same game Violet Lekoko was playing since 15 December 2021 when I first queried my package. They write "Please hold until (date) 11:55 just to repeat the next day.

I had to send pictures of everything in the package to DHL for their warehouse search in Melbourne which carried on for more than a week. Last Thursday Sade sent me an email saying that the package is not in Melbourne. She was awaiting feedback from Singapore and Hong Kong and would revert by COB.

It is now 4 days later and I have not heard from Sade despite a message to her. Violet says they are still searching in Melbourne.

Does DHL just not know what they are doing or is someone lying?

My niece obviously did not have her gift on Christmas and DHL is dragging their feet. To them I am just another (ex) customer with another lost package. They could not care less.