Bad service

Have had documents posted from Australia on the 15 August which was supposed to take 5 days as this is what was paid for speed mail and still waiting. If anyone has tried calling this number ********** 502 it's a nightmare you hold on for 20 minutes at a time and put down try again no response when you do get hold of someone all they tell you is try calling us in 2 days time.I am so sick and tired of people who do not take the jobs seriously.