always offline

I am super fed up with this post office I paid over an extra fee for my goods to be delivered over night now my parcel is not delivered and no one can tell me where the hell my parcel is because their system is offline they told me maybe tomorrow or the next day. So why did I pay extra the to get it here. Why do they take money for a service the cant do and why are their systems always offline....I phoned customer care and hold for half an hour no one picks up. They are *********** and their service is up to ****.