Frustrated customer

Im having a terrible experience with Beares Thohoyandou Capricorn plaza in receiving my Pargo parcel. I sent my cousin with my ID and hers to collect my Woolies online parcel but they lie to me saying Pargo instructed them not to issue anyone who's parcel does not belong to them. When I call Pargo to confirm when did the policy change they don't know about it. Now I've been waiting for more than an hour while they discuss if the parcel should be issued to the person I sent or not. At first they said the person sent to collect the parcel should write affidavit which is not part of the Pargo policy too.