Paxi, disorganized and dissatisfied

I have been having the worst experience with PEP paxi. Trying to move a parcel frm JHB to PE. My parcel was booked in on the 4th of May 2022 , it took 12 days to leave JHB and another zillion (5 days) to arrive in PE. Today it is the 23rd and my package is still sitting at the PKL Hub, I hope. But no one can answer as to why it had not arrived at the collection site, further refusing to allow for collection at the PKL hub. I tried to enquire and lay a complaint but all correspondence is in the form of a sales pitch. Highly disappointed. I liked the ease of using Paxi and not having to coordinate delivery while I am working during the day, unable to accept deliveries.