Shipment hasn't been picked up since Friday!!!!

I went to Dhl Midrand on Friday at about 11 am, have spent whole hour to wait so the lady who was super slow and not bothered that it was so many people in a queue was servicing 2 people, I told her I need to fetch my passport urgently in Ukraine in the embassy and bring it here to SA, because I have a flight booked next week to the USA this is why I need my passport urgently, as it turned our today my passport is till not even collected that side, she just tol me 5 days later when I called :"Ohhh, well its not collected" Why a F****** is still not collected if I have paid R1000 for it to be delivered 5 days agooo??????What joke is it??????? I need it to be sorted asap!!!!waybill number is ********** 340 , tried calling to DHL management, they just hanged up on me, what kind of FAST service delivery is that??????