Poor service from paxi

My parcels were sent out in 29 & 30 November, both were supposed to be delivered by the 12th of December 2024. They were never delivered, since the 12th I have been calling, sending e-mails and whatsapp messages & they only delivered one of those parcels the second one they say it is at the hub. What is it doing at the hub while I was supposed to receive it last week? I call everyday and they keep telling me that they are escalating the matter.