no delivery

I posted important urgent documents via speed services , Wednesday paid R145 for overnight door to door service , the person I posted it to never received it , it has been six days and , I phoned the 24 hour help line and they could not tell me where my documents where and the call centre agent told me that my voice is to loud so she cannot help me and dropped the fone, I then phoned the head office and they had me hold for 1 hour , then finally the lady told me she cannot find my parcel and that she will call me back in a hour , its been 6 hours and I never received a call yet ! These documents are restricted and confidential pension papers ! <br>