Courier guy no service

Courier guy is just a problem. This is ridiculous. A parcel was collected from Soweto 2 December and we have been tracking it everyday. It hasnt moved since being collected, another parcel has already been collected and still we hear nothing from the previous parcel. We are sending emails upon emails. I have even sent Facebook messenger messages but they really only reply after every 5 or 6 messages. On the 7th of December today.... We find out after we phone them that the vehicle was hi jacked. 5 days later ? And if we didnt phone ???? We wouldve still known nothing. They refusing to give us the name of the driver as it is the same one that collects in that area the whole time. We dont get a case number or anything from them.