UNRELIABLE and UNHELPFUL

I ordered my transcripts via PURQ from UJ. My transcripts are supposed to be sent to Canada. My transcripts ended up being sent via SA Postal Services, and now my transcripts have been stuck at Johannesburg Postal HUB for a month and half. PURQ refuses to take responsibility for this and have marked my order as "COMPLETED". I paid a lot of money for my transcripts, which is urgently required in Canada. How can PURQ mark my order as COMPLETED if I have not received anything after nearly two months?