Bad customer service and inconsistency!

The experience i got yesterday i will never forget. I went to PEP at 17h35 on the 03/12/2019 to collect my parcel and was told that my parcel is there but will not be able to get it because their device is saying that the parcel is not there. I then advised them to call someone as i will not be able to go to the store the next day as i was leaving for cape town. Moira told me that they can only call from 8am to 4pm asked for their number and when i called at 17h50 i got hold of as lady who then asked to speak to the person assisting me and according to Moira the lady just asked 'why are they not assisting the client" then dropped the call. So what i do not understand is the level of customer service they are giving if they are firstly going to lie about their working hours because they are rushing to go home and also from the call center side dropping the call where as i as the client brought airtime to make things easier from them to get me assisted. Paxi is still new for us to be getting such customer service.