Disappointed

Last week Tuesday my cousin went to Pep Mhluzi mall to send a parcel to me in Kathu. He bought the bag, paid R109, which is supposed to take 3 - 5 to be delivered. They took the parcel sent him 2 sms. Today 7 days later i asked him to send me the number on sms so i can track the parcel. I went to the Paxi website, entered the number and the parcel couldnt be found. I called the Paxi help centre, a consultant told me the parcel hasn't been collected its still at Pep Mhluzi mall. I asked her how is that possible, she rudely told me its not their fault pep hasn't entered the parcel on the system for collection. The number i have is for the bag its not a tracking number. I called Pep they confirmed the bag was still with them. I asked how is that possible they couldn't give me a clear answer, they said my cousin should return to the store with his Id for the parcel to be scarned. I requested that they take his id on yhe phone because he is out of town. We did that and they said the parcel will be collectef sometime during the week, sometime during the week? When will it reach the destination? No answer. What i would like to know is why pay for a servise i am not even guarantee? Were the cashiers even trained on how to receive and send a parcel. I am really disappointed and would never recommend the company to anyone. I needed the parcel today.