Delivery Issue

I have never in my life experience such a horrible service from this courier company and it's customer service Agents who are rude and keep cutting the call after camping on the IVR for hours

My package has been saying out for delivery, I contacted them yesterday and some lady confirmed that it will arrive today

When I follow up today, I am being told that I arranged for collection which I never did and they can't tell who arranged that. They wouldn't allow me to speak to the manager instead they drop the call

I have an event today and urgently need this package at this point I don't know what to do cancel my event since it is pointless if I don't have this package

I am honestly disappointed and frustrated