"Overnight" delivery taking a week with ZERO communication or accountability

I paid for an overnight delivery from Randburg to Ballito, and almost a week later, the parcel has still not arrived. For over two days, customer service has been feeding me the exact same line: that they are "checking with operations." I am constantly promised that someone will call me back with an update, but the phone never rings. I am the one who has to keep phoning them to follow up, only to be given the same excuses. Absolutely no one can give me a concrete answer as to where my package actually is or why it hasn't been delivered. I have proactively confirmed the delivery address multiple times, re-verified the recipient's contact information, and even provided the estate access code well in advance. Despite doing all the work on my end, the parcel is nowhere to be found, and the company is refusing to provide real answers. Do not trust their "urgent" or "overnight" claims.