Dtdc Agent — Holding parcel

I went to send parcel to India through DTDC . One agent in Croydon his name is Swamy . 3rd Oct I went to his office to send parcel .He make us sit more than 20 mns.After 20mns I asked it’s any delayed.Then he started processing transactions after transaction I asked when the parcel goes from here .He don’t correct answer might be today or Monday .I track parcel it’s showing parcel is with agent I start calling him he giving so many excuses like internet is not working so call back on Monday. I called today he said call headoffice not to him .I called headoffice they said they didn’t receive parcel it’s still with him .After so many phone calls found it he is holding the parcel .I want to know why he is holding my parcel more than a week .