Courier service

I ordered on the 19th of December and till today I haven’t received my parcel. Received a tracking number but parcel is still stuck in kempton park. They don’t care to have consultants who will answer their phone calls. You call for an hour without anyone answering you will be in line till you hang up your phone that time you are calling with your own airtime their email the worst and I need my parcel.that time I leave not to far from Kempton park I can collect my parcel if possible