missing parcel

my parcel was sent on tuesday the 26th of november i took the 5 to 7 days delivery . the status of the parcel was changed from waiting for upliftment to missing , during the weekend i sent an email to paxi about this matter , they rep**** saying that an agent will contact me, i sent another email again no one contacted me . i called them today and a lady told me that its missing because when courier got to pep they didnt find the parcel . i am very confused right now