Bad service, placing my call back and forth for 20min

Hi I've been trying to track my parcel that suppose to arrive a week ago, called Fastway Cape Town branch and waited on the phone for almost 20min after reception tried to put me through to customer service, they just did not answer any calls. I've been reverted back to reception 6 times because customer service did not take any of my calls. This is extremely bad service. The reception even shouted in the background to a 'Tracy lady' to tell customer service to answer and still no answer after that. Besides the bad service no communication via email etc. to state the stutus of my delayed parcel/ delivery.