No Delivery or Feedback

Last week the receiver of my parcel informed me that her parcel never reached her. When contacting the call center they informed that the courier company made a mess up. I have since logged 3 queries with on Paxi's whatapp line, and to date the courier has not returned any of there calls!! I am sure the parcel is ****** and Paxi and the courier company is avoiding the truth. I have been using paxi for a long time, but to test any business's ethics it is to see how they process and solve a problem. At the moment nobody is getting back to paxi or me or the receiver. Should a person revert to the consumer act for assistance as 2 months is surely absurd for a courier company to look for a parcel??