Highly upset

On 20 Nov ‘17 My mother couriered documents to Qatar for me from Cape Town. I made the booking online but accidentally did not confirm it for pickup but I received an AWB no. I then asked for the assistance of a customer care agent who confirmed the pickup for me and told me it will be picked ASAP. One of the drivers came to collect the package and told my mum he was instructed from head office to collect it and will provide my mother with documents later. After many attempts to get these documents or receipt , we received a totally different AWB .After tracking the package we discovered that this package ended up in Portugal. I am absolutely furious because this such an important document. I called the call Centre and was informed it will be investigated. This is very unprofessional. Hugely dissapointed.