PAXI DELIVERY

I have sent a Paxi parcel 3-5days. It's was sent on the 4th of December I have being phoning them since the 9th still no delivery. The answer I got is that it's still at a hub. Why?? For how long? Nobody can answer me and nobody phone me back with any kind of feedback. I've paid more for n quicker delivery... According to the call centre there are no other way except via e-mail that they can communicate the the courier and it takes 3-4hours for them to respond to a mail. I am highly disappointed.