Disappearing parcel / overnight delivery

Bidorbuy buyer claimed the parcel was dropped off at their Rustenburg depot 14:00 on 29/06/2020 and I have a receipt and waybill number. TCG***3 and the person helped him was Charlene. This waybill cannot be found and I spoke to JHB and both Rustenburg branch and no one can give me a concrete answer. Now this is scary and the kind of courier service WE trust for overnight delivery.