Paxi Parcel Lost

I send a parcel a month ago. After a week the client and I both got sms's saying that the parcel has arrived. When she went there, it was not in the store. After a lot of phone calls and two weeks later I was told that it is lost. Last week I phoned to put in a claim and got a ref no. Now, a week later, I phoned again, just to hear the claim was not registered only written down. If I phone them, they can not hear me. When the line went dead, they din't phone back and they have all my details. Highly frustrated!! How can a parcel be scanned into a store, but not be there?