When things go wrong it goes VERY wrong!

I am a very loyal Pudo customer and always had great service. BUT now that there is a problem, there is no communication!! My sister sent me a parcel from Mossel Bay to Bfn. I received a locker pin yesterday and upon collection at Preller Square I was informed that there is no parcel for me and that they are searching for my parcel. Very non-chalant. Empty handed I received a subsequent message that parcel was delivered!!! No communication! And my parcel is still missing! Please correct the situation. Sonja