Three week hold on Parcel

My sister sent a package early September 2017 from the UK for my eldest sister who would of been visiting me at the time it would arrive. Time passed and it did not arrive and my sister headed back home. Today when quering the tracking it shows the Parcel arrived in Richards bay Post office the middle of October and "Delivery failed" on the 18/10/2017. Which is surprising as I never recieved a arrival/pick up notification in my post box. When I phoned the Richards bay branch to query this they told me yes the package is there. Why has my package been kept at the Richards bay branch for almost three weeks going on four? This is not acceptable service delivery and it does not surprise me that so many South Africans are outraged at the poor service by the Post office. I want to know why my package is being held for three weeks and then I'm still expected to pay a R24 collections fee? Not fair service delivery.