Rude and Dishonest company

My parcel was coming from JHB to PTA. It went from the JHB depot to the Pretoria Depot as usual (delivery address is in PTA). Then when I tracked it the next morning it says it's on its way back to JHB. When I call the woman on the phone laughs at me for being frustrated (not professional at all) and basically tells my that what I'm seeing on their website when I track my parcel can't possibly be true. Is she accusing me of lying? I'm not sure... Still no package however.

Seeing as I'm now accused of lying here is the tracking info from their website: 19 November: parcel processed at JHB depot 20 November: parcel processed at PTA depot 20 November (2 hours later): parcel is on its way to next location JHB

THE DELIVERY ADDRESS IS IN PRETORIA: how can the employee tell me that my parcel did not go back to JHB when it is their own website which tells me that. I do not appreciate being laughed at for wanting my husband's birthday present to arrive on time.