Where is my parcel - and I'm not surprised they aren't claimed on this site.

I have been trying to get to speak to a call centre agent to track my parcel. According to their SMS and website, it was to be delivered on the 1st December. Today is the 7th and it still shows as collected and in transit to next desitantion - it hasn't even reached the depot yet - according to their website. How can you have a call centre, have people hold for 25 minutes and cut them off BEFORE they get to speak to an agent when they finally get to number 2 in the que??? Where is my parcel????