Horrible collection service

Extended delay in collection of a return package despite numerous follow up calls and mails and WhatsApp. Original return logged on 25 December, and received message that an agent will be in contact for pick in two business days. Zero follow up! Send a WhatsApp on 29 December, no response, send mail on 29 December no response. Another follow up done 7 January, no response, called the service center and query was escalated. then informed that it was allocated to wrong drivers, that I reassigned delivery (I DID NOT) and was escalated again and told will be done on Tuesday 13 January. received message on Monday 12 January that it will be collected only to get another WhatsApp minutes later that it was reassigned and will be contacted in two days. Called again only to be told it was escalated and should be picked up this week, no commitment whatsoever and ultimately I am at risk losing my refund because a courier company is not doing their job. We live in a bit of a remote area around 10km from silver lakes and I am seeing this more and more with couriers that they are too lazy to come out the extra distance especially if they are paid per delivery and not for completion of task on time. they will wait until they have a number of parcels for the estate and then only deliver or pick up and that can take weeks to a month or even more, all the time blaming the client for not being available even if you are at home all the time. - another international courier used for a company similar to Shein does this all the time too. I want accountability so this parcel can be collected at my address and returned so I can get my refund