Where is my parcel ?

I used Pargo click and collect for the first time and I’m already having a terrible experience . I received an email and sms with a code stating that my parcel has arrived at the collection point and when I get there the parcel was not dropped off. I keep getting notifications to pick up my parcel and yet when I call the collection point it is not there yet again. To make matters worse. I contacted them about the matter and they said they would escalate but I have not heard from them since . I was also emailed the company I ordered from and the company reached out to Pargo and she told me that a person named Khuthala from Pargo would contact me, He/She never contacted me.