UPS in South Africa won't deliver my package

I am very disappointed in the service I've received from UPS South Africa. I have been patient during the lockdown in South Africa because delivery of my package was out of UPS's hands, however once the lockdown level was lowered the service I've received has been very poor.

I called an agent to ask when I'll be able to receive my package, and they said they'd "email someone" to deliver it the next day. I was understandably excited but when I checked the next day on the status of delivery the agent I spoke to rudely asked me "who did he email?" The internal processes of UPS are entirely none of my concern. The agent then told me SHE would "email someone" and when I asked who, she said it's an internal operations email, thus making her rude question pointless.

I'm yet to receive any word from them after sending an email complaining about the service and demanding my package. I paid extra for the package to be delivered and I want a refund.