Incorrect locker and missing parcel

There has been a royal ****up - I sent a parcel LOCK ***1 and ref DNWQH4 - sent to Rooi Els Drummond Arms but not received there - when recipient inquired they were advised it was sent to Betty's Bay - which was NOT the instruction. This morning he raced there and cannot open the locker and the parcel is MISSING. WTAF ? Where is this parcel - why was it sent to the incorrect locker ?????! NO MAN ! Trying to get through to call centre is a mission and dealing with operator who is lacklustre at best and cannot explain why there has been this issue nor can they assist me.