Parcel missing since 10 October 2023 with no outcome

I ordered products and paid for Pudo. The lady sent it and the delivery person delivered at a shop and not the locker. The driver helped somebody else to get a pin to accept parcel. Never contacted me. It was reported and till now it hasnt been sorted. From contacting support to even going to the branch. I have been to the depo in Nelspruit and spoke to the manager and sent required documents on the 1st of Novemeber and it is 22 days later again nothing is done. It had now been pending with no answers or reimbur*****t for my goods, since 10 October that it was reported. I requested the branch manager to send ombudsman man info and tried calling. I requested he phone me on the Monday and it is Wednesday already.