Pep invisible parcel

I have been expecting a parcel at PEP via Paxi.. Went to the store Ivory Park Kopanong Shopping center only to be told that the parcel was not there however the tracking parcel on the paxi app it clearly stated parcel it at the store. I was then told to call paxi myself to hold for long hours just to be told the store does not respond to emails and phone goes straight to voice mail and they the branch manager Who was apparently helping me. Said took my details under false pretenses to help only to make a note the parcel was received by this person... WHERE IS MY PARCEL????