TERRIBLE SERVICE!!!!!

#*** If your only form of communication is email or whatsapp chat box, then answer atleast one with a valid response??????? I am trying to sort out a problem and when i query about it, I get the response: "your parcel is at the hub." Where is the hub and when can i collect it? Also how do i request a shipment from there to my nearest locker if the only info i have is "the hub". Its impossible to try and get a hold of you.