Refusing to deliver parcel

Honestly your service is **********, yesterday I received an email and WhatsApp message before 7am that my parcel is out for delivery, I never received it, this morning I sent emails but no one came back to me. I then called your call centre and spoke to Ayanda and she told me straight I won't get my parcel. I offered to come pick it up and she refused and told me it's not allowed but on the comment sections I see people ended up picking up their parcels but she insisted it's not allowed. I did not order for fun, secondly if I had a choice I would have picked Imile but I didn't and I need those things tonight. You reduce to deliver and also refuse my solutions so what do you want?