UPS (South Africa) Worst customer service ever!

I have a parcel that was supposed to be delivered on Friday the 30th of November 2018 but it was never delivered until today. I then decided call them on Tuesday to enquire what is happening with my parcel. I called for about 5 times and pressing number 2 option for enquiries and no one was picking up. I then decided to change the number to 3 which is for reception and the lady said let me look for them 1 by 1 meaning the enquiry people. She put me on hold for a long time and she never got back to me until i decided to drop the call because my airtime was finishing. I called again on Wednesday 5 November 2018 and luckily the number 2 option had a lady who answered my call and she told me that my parcel has not arrived at the warehouse. I asked how come when i track on the website there is a delivery date of Friday the 30th of November and she said "No Mam, it has not arrived". After the call i then went to track again my parcel and it does not show delivery date anymore. It says "check later for delivery date". I called them yesterday and i was helped by another lady. I asked her about my parcel and she told me that the parcel is with them by the warehouse and the reason why it has not been released is because they needed my Id number and details. I then asked, if you needed my details why didnt you call me for them, why keep my parcel for so long and wait for me to call everyday to find out what is happening and her respond was "I am not the one who deals with getting customer details" , She then said i must give her my id number and cellphone number and then she will send them to the department that deals with that. I did give her my details and now i am waiting for UPS to deliver. I am so dissapointed in their customer service. They don't answer their phones and they don't know how to inform customers when there is something wrong. Here is the number that i have been calling + ********** 9200 . I have proof of all the calls i have made.