Unknown package

I have been trying to get in touch with an agent in the post office contact center with no luck. For the past week I have been put on hold waiting to speak to an agent for at least 30 minutes. When I go to the post office which has my package (Khayelitsha) I'm being told I have to wait for communication to say I must collect my order but I have shown them multiple emails and they told me they don't have the package instead they gave me a wrong package which had the same name as mine but different last name. The service is so bad, they seem like they are doing you a favor for even looking.