Rude and unhelpful customer service agent-lost parcel

I have been battling for more than a month to find any joy with the Courier guy.I despatched a parcel to my daughter and it was collected by Wandile. The parcel with her winter boots and handbag that is personalised (she received for her 18th birthday) never arrived in Cape Town.Unfortunately, the waybill is misplaced and all I hear is the waybill number should be furnished. There has to be a department for lost and found and a backup plan. otherwise, I have just lost over R4000 worth of goods.

In trying to call the call centre the agent Cathy was so rude and did not even want to give her name. They are asking me to call them back because the Operation Managers are in a meeting, what kind of customer service is this?