Paxi not delivering

I dropped my parcel with Paxi on the 6th August and the turn around time was the 20th August Tried to track the parcel online and there is not much to show when tracking it.. it only shows the day it was dropped and the day it was picked up which is the 16th.. tried to call them only to be told that the parcel is with courier and they said an email will be sent to ask how far are they with the delivery.. my daughter who us the receiver was **** to by the consultant named Sisipho. She told her the parcel was delivered at the strore she then took it upon herself to go to the store so that they can track the parcel mannually only to find that the parcel wasnt delivered I just need answers from Paxi cz i cannot find the right platform to report this except calling their call centre that doesnt help me with anything to resolve this