I placed an order for a new contract online on the 16th of March, received a tracking number on the 17th but the courier still has not received the parcel and the after sales department has been telling me for almost 2 weeks that they will follow up i mus

I placed an order for a new contract online on the 16th of March, received a tracking number on the 17th but the courier still has not received the parcel and the after sales department has been telling me for almost 2 weeks that they will follow up i must wait 48 hours and after the 48 hours the process of following up starts over again. Very frustrating as I've been a customer for 13 years and I have never had such bad service before. Maybe time to cancel the order and move to another service provider