When will you collect and deliver??????????

On the 2nd June my sister paid for and arranged a collection at the Police Clearance office in Pretoria. She is currently in Canada, so I'm handling anything South African related for her, including the collection and delivery of this VERY important document that she urgently needs! By the 14th of June it still hadn't been collected. I had to stop working to phone DHL to find out what was happening. Only to be told that the package had been scanned as collected, yet was never collected and it would be collected the next morning (15 June). By yesterday, the 21st June, this package had still not been collected. So again, I had to stop working and give you guys a call, yet again. I was told, which I wonder if its true or not, that you are operating with 50% staff capacity and you have not been out that side yet and you will do it that day still. I was very understanding, but also wanted to know why no one had contacted me to let me know about this. To which the lady rep****, that she 100% agrees with me and will let operations know that regardless of whether or not the package gets collected, they will contact me to let me know! I am still waiting on that call and the package has still not been collected.. I reiterate, this request was done on the 2nd June. That makes it exactly 20days that that document has been paid for to be collected and not collected! Not to mention you guys are charging my sister and actual arm and a leg to get a package too and from Pretoria!! Please let me know what you are actually going to do about this, because this is ridiculous!