A Bronx family's PlayStation 5 never made it to its destination, and the family says its questions about where the console is are going unanswered.

An estimated 1.7 million packages go missing or are stolen every single day in the U.S. For the Ramirez family, the trail goes cold at a FedEx facility on Zerega Avenue.

Frank Ramirez, 18, was finally able to order the coveted PS5 directly from Sony in mid-November for $550. His family kept a watchful eye on its route to his Throgs Neck home.

They say the package was at the facility on Zerega Avenue on Nov. 17 at 5:40. From there, they say, it just disappeared.

More than two weeks later, the tracking system says the package is still at the Zerega Avenue FedEx facility.

"It's a secure package from FedEx, which is a reputable company I thought," said Valerie Ramirez, Frank's mom. "But then again, I Googled them and a lot of people are missing their PS5s through this company."

"It probably got stolen, and if it probably did, it's probably long gone now. All they kept telling me was to file a claim, so I filed a claim. Then I get in the mail that the claim was denied," Frank said.

A FedEx spokesperson told News 12, "We take allegations of theft very seriously and are conducting an investigation into this matter. We apologize to Mr. Ramirez for any inconvenience caused by this situation, and will work directly with him regarding his claim and concerns."

The Ramirez family says FedEx did reach out to them Thursday, but they were discouraged by the company's request to file another claim.

Sony has not responded to News 12's request for comment.