Alleged missing parcel

I sent a parcel on 2019-12-05 from Pretoria to Queenstown. commitment was that the parcel would be delivered in two or three business days as advertised by postnet. I went to Queenstown Postnet o 2019-12-10, the assistant s told me that it's not delivered, I must track it online since they are offline. Online it only shows the pick up date 2019-12-05 05:48 pm. I called the call centre of which I have to hold for more than 20 minutes using my airtime. Agent who answered told me the same story that the parcel is not delivered, it only shows the pick up date. On 2019-12-17 I received a call from a lady at postnet Pretoria CBD informing me that the parcel might be missing, I should have taken an insurance for it, Postnet is not responsible, I won't get a refund and I must call Aramex. She promised to send an email detailing their investigation into the missing parcel. Nothing as yet sent on my email till today 2019-12-19 09:25........please help Peter