Terrible service

Package last updated 4 weeks ago. Emailed and called them numerous times (on 8 different numbers) to no avail. Finally got through to an agent today who was helpful. I was informed that the Durban branch lost my package and they are trying to arrange a replacement. The big question is how did they not realise the package was lost and they needed to do something about it until I started contacting them? Absolutely ridiculous.