Pathetic service from PAXi customer care

I sent 2 parcels via Paxi on Monday 12 August 2024 on the 3-5 business day option. The 1st parcel was ONLY delivered on 20th August while the 2nd parcel is currently under “delivery failed, investigation underway” status. When I reach out to Paxi they tell me an agent will call me back to discuss then they close the call on WhatsApp. The parcels were going to the same store. How is it that the other one somehow hasn’t reached its destination???