UPS SA Lost my Parcel But will not admit it!

UPS South Africa seemed to have lost my parcel shipped from USA on 19 May 2020. They will not admit it or help me claim for it. My supplier cannot claim from UPS Global USA because it was left too late, but yet UPS SA deny it is lost. We have spoken to many staff at UPS SA.. All I am told is it was bumped off a Dubai flight and is still in Dubai. Now they want a photo of parcel and a description to "find" it?? Who takes photos of parcels being sent? And surely the Tracking number is how you locate a parcel? Very amateurish UPS SA! :-( I am still waiting and it is 18 Aug 2020.