Terrible service and no feedback and no delivery

I contacted UPS SCS regarding a delivery I ordered in Amazon and the service I am getting is pathetic. I have been called them for two weeks now. Call hold time is up to 35 mins to longer before getting through to someone! When I get through to an avent they all give me the standard answer. When I called yesterday I was told it will be delivered and escalted. No delivery and no feedback. I asked a manager to call me which she didn't do. I am dealing with Natasha and she has given me more feedback than anyone else but I haven't heard a thing since this morning. I need my delivery to be done before end of the week. There is no urgency in handling my query! I want to know what is happening!