Parcel Not Collected

I called in on the 15th May to have a parcel collected in Mthatha to Pretoria and payment was done on the 16th and proof of payment was sent through but when I called in to track my parcel I was told it has not been collected till today...This is really unacceptable and unprofessional, no one bothered to explain to me as to why it was not collected. Poor service indeed.