Poor and ***** service

My parcel was dropped at Pep ilanga mall on 20/01/2019. On 02/02/2019 i decided to track it as the days are a passing eithout an sms. The message i found was that the parcel is Lost, 2019/02/02 10:05:13 PARCEL UNDELIVERED DUE TO RISK INCIDENT. PLEASE CONTACT PAXI SUPPORT FOR ASSISTANCE. I contacted them on 07/02/19 only to be told that the only lady who deals with claims is on sick leave i should call back when shes back on Monday. Monday i called, i was told that i should wait my turn is coming, they've been calling customers since last week. The sender will be called yesterday 11/02/2019. I need to know what should be done in this case