PEP Paxi late, with terrible customer service

A package was posted to me via Pep PAXI on the 17th of October, with the arrival date listed as the 30th of October. Up to this date, the 2nd of November, the package has not arrived. Numerous Whatsapp conversations with agents (because their call centre number did not work) proved fruitless as the same answer was always given: 'We will follow up with the courier, check back in 4 hours'. I finally lodged a complaint on the given email address, and was met with the same non-committal answer - we will follow up and get back to you. To date I have still not received any feedback from this department, and also no apology. I will not be using Paxi ever again.