No information regarding online shopping parcel

I made a purchase from Vodacom online store on the 28th February early morning, the email indicates I should receive my parcel by 28th February to 5th March, to this day my parcel still hasn't been handed to the courier, when I contact you on social media I get the response "our team will get back to you", but I've been waiting for that response ever since, call center is also useless because I still can't reach any consultant, can you guys please release my package for delivery or at least explain what's the hold up because its long overdue.