DISGUSTING DELIVERY SERVICE

I would like to place a complaint about an order I placed online # ***, which was placed online 01 December 2024. Firstly, it took more than 7 days for the parcel to be delivered. I had contacted the store and they informed that there were missing items hence the delivery took long. I always had to initiate the call withy the store as the customer, the store did not make me aware that the delivery would take longer than 5 days. Then I contacted the store on 9 December, they told me that there was an item missing I told them it is find they can refund the item and deliver the same day. I then received an sms notification for delivery of the parcel with an OTP, the driver did try to call me 3 times but was unable to reach me as I was busy at the time, 6 minutes later I contact the driver Siviwe Mkenke and he told me that he delivered the parcel to a neighbour without informing me. I told the driver to take the parcel back to the store. The driver was even laughing about this whole thing. What I want to know is how is a parcel delivered without an OTP pin? What is the reason for an OTP pin? I would like a full refund of the above order in my bank account.