3 Weeks Later still no documents received

On 13/11/2017 we sent a document from Speed Services OR Tambo office for overnight delivery to Brakpan. The document has never been received and was last scanned by Speed Services on 20/11/2017! I've tried phone the help line to know avail, they just keep you holding on, I've sent an email, no response. Then I tried phoning the landline, apparently it does not exist!! What is going on, that document is important!