\overnight"or \"" over-week\""????"""

I'm still waiting for a parcel ( Tracking number - TC ***ZA) that was sent on 05/08/2015 using the \overnight"package. I called in today (12/08/2015) and one of their call center agent told me \""the package is still in transist\"" she also explained how they were experiencing problems with their transport. How is that my problem? I didn't even receive any update or apology until I had make a to follow up! And what happens to the money because this is obviously not the package I paid for?"""