Paxi parcell missing

On 9 September we send a paxi parcell from pep fishhoek to pep kathu. Its now 26 september and there is still no sign of this parcell. We've been calling several times just to be promised that someone will call us back or the parcell will be delivered within a day or 2. Still NO answer of where the parcell is and when our client will receive her parcell. This is totally unacceptable. PEP has to man up and take responsibility for this Paxi service.