Bad pep paxi service

Im currently recieving bad service from pep paxi.I sent a parcel with them on the 23 January 2018 , used the 3-5 service delivery till date the parcel is not delivered.i tried to make call to their customer care but im not getting any clear answers as to where the parcel is. The parcel was last scanned on the 28 January 2018 at George Hub there after there is no trace