Own employees complain about service

So i called the Phoenix post office in Durban about my parcels i was expecting to receive in December. Spoke to a lady, cant remember her name and i was completed shocked. the lady on the phone told me to come here and lay a complaint and bad review as they have bags upon bags of unopened mail to deliver and they are not doing anything about it.

I questioned her about this new fee we have pay and why should we not pay a fee to fetch an item which is up to 2 months delayed. the sender has confirmed that the post office has received the parcel but yet the phoenix post office admits to being *********** in delivery on time yet they still want us to pay a fee to fetch parcels from online purchases where delivery was paid for.

Someone needs to do something about this.