No answer or service

I should have received my package 4 days ago that was intended for my fiance. They called this morning to inform me that they were at the delivery address but left because my cellphone number does not work. I confirmed that them calling me on the same number is obviously proof that it is working and I do not have any missed calls. I have tried calling them, but they keep putting the phone down and there is no response to the contact us option. The person who called me this morning was bearly literate and therefore I do not have much faith that he will be sorting out the issue. This is more saddening than anything else, all I wanted was to surprise my fiance with a ring on her birthday.