Pathetic Service - UPS

We have sent a package to a client on behalf of my company about two months ago. My client received their order but there was one package short delivered. We approached UPS SA on which they said that they will look into it. A month went by of constantly following up and still nothing. I was even told by them that they cannot make contact with their Spanish office as they do not communicate with phones. Then all of a sudden they came back with feedback from their Spanish office saying that they have sent the package back to SA because long time that went past in which they did not hear from us. Needless to say, now two months later and we still do not have the package back, and it also has not been delivered to my client. It is an absolute nightmare to get through to them to speak to someone in charge, and even the customer care manager does not care very much. She apparently took over the case but her communication skills is even worse than that of her export controllers. My client is about to make me send a new item to them at my cost, and UPS could not care a bit as I have told them such, and they have still not answered me.