Shocking service from the FASTWAY call center and their deliveries!

Shocking service from the call center! We have been waiting for our parcel for more than a week AFTER it has arrived at the JHB depot (15th Dec), and we stay in JHB. The parcel tracking clearly indicates that it HAS BEEN ready to be delivered since 15th Dec. Today is the 22nd of Dec, and the call center cannot give us any definitive reason why it has not been delivered AND they don't even escalate NOR give us any feedback post our calls, even though they state that they will get back to us.