Delivery failure

I have created a shipment on the 25th November still today my receiver did not receive her parcel , I took and initiative to call and find out the delay , they told me that they can’t get hold of the receiver , which is untrue because she has been at home all while , they promised an escalation to driver again on the 4th , when I’m checking the status still showing the receiver was not reached , they’re even call the receiver after I have contacted them , parcel still not reached , clearly there is something wrong with the driver , if he could not deliver he must not lie