Courier company unaware that deliveries involve collections

Booked an express delivery of documents from Germany to South Africa

After confirming the pick up, no one arrived to collect, no updates or contact was made.

Support initially told me that there was nothing they can do, they couldn't open a ticket or provide me with an incident number.

I then called earlier today, they confirmed that despite having a pick up confirmation number, its not in DHL's system.

The support agent then claimed to be escalating the matter with my contact details to the manager.

I then receive an email asking for a confirmation number, starting with different details.

So far nothing has happened, I cant get the documents collected despite paying, and international delivery company, who is literally based in Germany, to collect a letter