Bad Service

I am very unhappy with the service I have received. I sent a parcel on Saturday and paid for Express counter to door and the parcel has still not been delivered. When I enquired they told me they had a breakdown. I need this parcel to be delivered very urgently by today if necessary. I mean why would I pay extra for a service and its not delivered. Way bill number TCG***4. You cannot even track it on the system I had to phone the customer services department to do a follow up.