I received an email to collect my parcel at Evaton Mall store and when I got there i was told that they needed an OTP to release the parcel

I received an email to collect my parcel at Evaton Mall store and when I got there i was told that they needed an OTP to release the parcel. It was not the first time buying online. I have never received received any OTP meaning i cant access my parcel which caused a great inconvenience for me. I was told to return on Monday so that head office can be contacted. How do you send an email for collection and not send the OTP