Canada post Item never delivered!! Customer service not helpful!! Calgary Alberta

I was expecting a package with tracking number: EA013526339CN from a online shopping website about a week ago. However, the item was not delivered and I was told it was on hold at the depot to verify my address. I made a phone call to the customer service. I was told that a request upon change of address had been sent to the depot supervisor and it gonna take a week for them process that. I was so worried that I would not receive it on time, so I asked if I could request a pick-up. The rep just said no because there isn't customer service at the depot. It sounded unusual to me at first but I believed the service rep. However there was no information updated or phone call from the depot supervisor in the following days. So I called Canadapost again and again just trying to know where my parcel was. Nevertheless, lots of efforts made, nothing happeded, till this morning I got a phone call (403)974-2000 from the depot supervisor. He said they no longer had my parcel and it has been sent back to the original country. It sounded like he tried to finish the phone call in a hurry and said sorry with a he doesn't care atitude. I was shocked!!! It's not possible! The address is correct and I never heard a word from Canadapost that they would help me find my parcel!!! I tracked my package again, the last message is still "item on hold at postal facility to verify address of recipient". OMG, apparently it is lost or is taken by someone working at the depot. It is not the first time that Canadapost pissed me off by lost my package. I chose Xpress service to deliver my passport to a US agency. It ended up nowhere and never been found ever again. I can't believe that Canadapost would allow such an illegal operation exist and assume they can do anything without punishment. Jesus! Is it too ridiculous? Hopefully someone can help me out. I am so desparate!!!