Bad service

I have send a parcel from Maponya Mall (Soweto) to Pep at Empangeni on the 23 Oct 2024. Bag 3-5 days. To date 01 Nov 2024 parcel has not been delivered. Call was closed twice on whatsapp. Received 2 references numbers and no one has gotten back to me WHY parcel was not delivered. The response is corrier service has not gotten back to them WHY parcel is not delivered 12 days later. This is highly unacceptable because no one seems to have an answer and no one is returning my calls and no SMS to explain what happened. I am not sure if parcel went missing or because it cannot still be in transit 12 day later