Passport/parcel not delivered

My passport was handed in at Postnet, Northcliff, Jhb on Friday the 4th of September, for delivery to the New Zealand Embassy in Pretoria for Monday the 7th September. They use Uti Sun Couriers and it was taken in by Lorraine Banthopile and the track code is SUBCD***0. It is now Wednesday the 9th and the Embassy informs me that it has still not received my passport. Uti's online tracking system does not work regarding updates, it's offline most of the time, and today's (Wednesday) entry still only shows 4th Sept, weighstation small, 19:53 (Friday's). I have left 2 messages on the Uti Sun Couriers website, but nobody bothered to get back to me. This morning I phoned Uti Sun Couriers at *** and spoke to Nomsa, who said it looks like the scanner wasn't working and it was taken by a private vehicle on Monday (whatever that means), but she had to phone their Pretoria floor and they are not answering. I asked her to phone me back but she didn't. I then phoned again and she said she would try later. What is going on? Where is my passport? Is it lost or ******? And why is nobody helping me with this? This is a very time sensitive matter. I am appalled, stressed and worried now