Talking to Correos

It's weird when you expect a good service, or information from a customer service attendant, but the operator knows the same, or less, than you.

Today I called to Customer Service phone, talked to a guy and I asked if there was a problem with the operations in Santiago airport, because I haven't seen movement in a couple of packages that should be in my power, but nothing has happened.
The guy that 'helped me' said everything was working fine...

But how?
I see a package waiting to be scanned by Correos since March 3rd 2018. In a couple of days, that package will be 2 months in limbo.
But he kept saying this was normal.

Normal? Is a horrible service, normal?

That's the standard.