Pep Paxi service is useless

The pep paxi service is absolutely unreliable. I sent a parcel from PE to EL on the 12th of July. It’s the 27th of July and the parcel has still not reached its destination which is 3.5 hours away. The WhatsApp help like is useless because you are talking to a Bot and not a human. I just want my parcel back at this stage.