Parcel not received a week later

My mother sent me an urgent TC ********** 70ZA parcel on the 7th October 2018 and she paid extra money in order for it to be delivered in 24-48 hours, it is now a week later and still nothing. I called on +***2 and held for long without an answer, then I sent an email to ********** but I didn't get a reply. Please assist