Bad delivery service

I missed a parcel delivery due to shift work. I was never contacted by UTI to inform me of missed delivery. When I contacted them on the 8th of January, after several attempts to get hold of anybody that could assist me, they requested for the delivery to be made on Monday the 11th after 12:00pm to which I agreed. The delivery never arrived. I just spend 15 minutes on hold to speak to the person dealing with my query just to find that it has been send back to Durban on the 8th? I asked to be contacted regarding this and if they have my correct contact details. When I asked the lady to pls repeat it back to me she did not have it with her. I still haven't been able to speek to Tumi who is handling my query. I asked how long it will take to get my parcel and she could not answer me.