Stop using PEP

I had two parcels sent to me from my aunt in Western Cape using PEP. We received the message that one of the parcels had arrived on the Monday of the week. I could only go to that store on the Wednesday where they proceeded to tell me that it has not been delivered yet, the courier company made a mistake, it's still on its way. Thursday I receive another message that my second parcel is there and I went to collect no problem but STILL the first package was missing and I believe it was over 10kg worth of stuff. I've contacted them numerous times and every single time there is a different excuse. First it was there was no details on the package so they had to send it back. Nobody can tell me where my package has went and now they want me to claim R500 for the package they STOLE from me. I will not be leaving it like this and will take further legal action.