Shocking poor service from Courier IT.

I’ve had a terrible experience with them. My professional council sent my certificate which I need to submit in order to maintain my ability to practice, via Courier it/ Pargo to my nearest store for pick up. The parcel was meant to have been received within 5 working days. It’s more than 3 weeks later and I still have no idea why this crucial document hasn’t been delivered. Numerous attempts at contacting their call centre results in being put on hold for up to 10 min at a time only for a call centre agent to tell you that your parcel has not been delivered, offer no explanation as to why and then promise to have it sent out for deliver the following day, only for it not to materialise. I’ve been through three different agents each with the same standard response which is obviously a ploy to get you off their backs. I’ve sent an email to *** and I still don’t have my certificate! I worked so hard and paid exorbitant fees to my professional council to issue this certificate that I don’t know what I’m going to do if it’s lost. This company does not care for the customer period!