Very shocking Pep and PAXI service

On the 4th September 2020, I utilised the services of PAXI powered by PEP using the 7-9 days service delivery, my parcel has not yet arrived to the receiver within the period it was supposed to arrive, i called the PAXI call centre from last week to track my parcel using the D*** and everytime i call the agent would call the store,then send an email to the couriers,and will get back to me when they get feedback. NO ONE EVER CALLED ME BACK FROM THEN, I however had to call everyday and always get to speak to a different agent,and confirm the details and leave my detiails over and over,as i write this,i'm on hold and i bet they will just drop it after 30min as usual.I sent this parcel on time and now the contents of the parcel needs to be used now,can i have my parcel back by close of business today and refund me at least.This is just unacceptable.Its very bad service,and my parcel had better be not lost