Lost Parcel

I have a big problem that needs your attention, I got a call from one of your employees in Gugulethu POST office it was a male informing me that I have a parcel that’s needs to be picked up on the 20th of December at 15:20pm and gave me a number which was 5319. On Saturday the 23rd December I visited the post office to pick-up the lady assisting me there told me she cannot find my parcel then asked for my contacts to say she will look for it and get back to me, I then waited and waited up until I decided to call them which then I was told my parcel is lost. How does a parcel gets lost? The lady told me that there was no documentation that even shows that the parcel was there – then why did I receive the call ? The parcel was coming from overseas & I paid for it but now don’t have it thanks to the Post Office because I was told “it could be that it was sent away by mistake…” “sorry we can’t find your parcel..” and I had asked what was the way forward when you lose a parcel & I was told “I do not know the way forward because we checked we cannot find it..” What must I do now because I want my parcel or the money I paid for it.

Tracking number for the parcel is – RY ********** 21CN