Unreliable courier cant deliver for no reason at all

Ordered a rain router and ccd courier were supposed to deliver it about a week ago, we gave them a passport for identification and they didn't accept it, we travel to the head office to go collect the order and they don't accept the ID because its a green book and they ask for the passport again which we left at home because of the incident during the first delivery. The call center agents are rude and lie about their names therefore we cant identify them during a complaint. Now all we hearing is they need to investigate??? which is very confusing after all our efforts