RAM courier delivery complaint

We phoned yesterday for an update on our package sent by DHL via Ram to polokwane, this is my passport and I am flying to America tomorrow. There was no update for days on the wereabouts of this package. The package was supposed be delivered in Mokopane Yesterday in order for us to re courier it to pretoria where we are waiting to take the flight. When we phoned Ram yesterday at 8am for an updated, we were advised by Kgomotso that the Package is currently still in Johannesburg and that it would be better to reroute it to Pretoria directly to us. She promised she would keep me updated on where the package is during the course of the day but she did not. I phoned the office for a whole hour with no pickup. This morning I phoned again no answer, I phone JHB brang wereby I got feedback that the package is now in polokwane and on the way back to JHB. This is now an emergency and needs to be delivered in Pretoria today, Ram polokwane are not taking responsibility for the suggestion they have made to reroute the package and deliver directly to pretoria seeing they are on that route at the moment. We need urgent assistance in this matter today!