Poor service fromPaxi

I submitted my assignment at Pep in Westville on the 26 of June i got the tracking number now my problem is that i have been using this tracking number to track my assignment it been saying dispatched to durban from the 1st of July is has been saying the same thing. I went to pep where i submitted my assignment the lady called on my behalf and she handed the phone to me so that i could explain the problem with the lady on the phone. I spoke with the lady by the name of Pattronela she told me she had sent a request for me on where exactly is my assignment at and im gonna get a response within 24 hours. I called around 9 am yesterday,it is now 2pm still no response on where my parcel is