UTTERLY POOR COMMUNICATION

I was expecting a parcel, I tracked it and it mentioned that “unsuccessful delivery on 21 January 2022” but I never received any communication about delivery.

I eventually got hold of customer service under Speed Services and my parcel is at a post office branch. That is what the tracking system should have mentioned. I don’t understand why the information on the system and what the agent told me is not the same. What’s the point of having a tracking system that gives false information.