UPS STOLE MY PARCEL

Hi have purchased something from over 12months ago and have an email from UPS with my tracking number. I called their call center and was told that I have been ****med as per Colleen ********** i also spoke to 7 call center agents before i spoke to Colleen. Lauren and James. When i call they just put me on hold. When i ask to speak to someone senior they put me on hold. I even phones their JHB branch and Pricilla just put me on hold. The other lady just puts me on hold until the phone cuts. This is a very expensive exercise for some who is just trying to locate their package but no one wants to take responsibility.