TERRIBLE SERVICE

Unbelievable our company uses DPD laser /dawn wing to do our deliveries, you have drivers couriers who don't even know how to find a location and then when they call you to ask you where you are, they use your air time ?? How on earth is this possible?? I received a call today from a courier asking my location and they deliver there regularly mind you, then I get cut off the call to figure out they somehow used my air time but they made the call to me and left me with no air time??? Is this not *****??? now this company's service is terrible