Parcel stuck at witspos

My parcel IJ ********** 42ZA arrived at Witspos Hub on the 11th of August today is the 5th of September (almost a month), iv sent an email to customer service which responded and told me my parcel has been dispatched, I then went to enquire at the suggested post office and they said the parcel has not arrived. I'm appalled by the level of service of this institution, not so much by the delay but failure to communicate any setbacks (if there is) with customers.