No delivery and No answer when calling

We have received three notifications that our parcel will be delivered and still no delivery. The first one was on 31.10.2024 - no delivery, the second was on 1.11.2024, today on 4.11.2024 we received another notification and there is still no delivery. I tried phoning them to find out what the problem is but when you call you are placed in a que, I started at number 13 in the que - when it was my turn the phone rang twice and then I was informed that I was again caller number 13, again I waited untill I was caller number one and again the phone rang twice and then I was suddenly number six, I waited again until I was caller one, then the phone rang twice and suddenly I was caller number 11, as I am writing this I am caller number 2, and I have been on the phone for 1 hour and 20 minutes.