Pep Paxi very unrealeble

A parcel was sent to me from KZN Pietermaritzburg on the 29th Of March 2019 to Gauteng Johannesburg till this day I have received it. I called the customer service centre on Wednesday 10th I was told that the Parcel in Johannesburg yet to be sent to my nearest pep in Soweto so I will get it either Thursday or Friday I received nothing I called them again today morning only to be told the parcel is not in the system.. The person who sent the parcel to me then called to ask amazingly they can see the parcel but don't know what went wrong... What's the point of having a customer service centre if the people who are meant to assist you tell you "they don't know what went wrong" Instead of giving a solution? If tomorrow come end of business am going straight to the police station to open a case of theft maybe then they will come out with the whole truth