Bad service

I've been calling your offices from the 17/12/2024 I spoke to Sidon and he advised me that he will send his guys to come and collect the parcel at our Scorpion Legal Protection in Ghandi square the same day, no ref number for my call as he advise his system was offline and he will note my request, on the 18/12/2024 we called and spoke to Hazel and we advise that we not happy with the service and requested to speak to her senior and she could not do so and promised that the parcels will be collected on the same day before 12:00 with no ref number same not collected, on the 19/12/2024 spoke to Jessicca and advise her of my frustration and the service we receiving she promised our parcel will be collected on the same day with ref no: JNB***, till to date the parcel has not been collected, and we spent minutes if not an hour to call the office and not get assistance, kindly investigate and revert to me