Worst customer experience and service.

Created a request for collection of documents in PTA and delivery in CPT. I called the customer care line to give a brief and instructions of the collection, Lebo and Sepati, asked that I contact the Embassy and have conference call to provide assurance that there would not be any hassles upon collection. We had the call and all was confirmed through the call however after the person from the Embassy hung up, the said no we can't collect the documents from the embassy. My question and frustration is that what why did I have to call the Embassy twice at their request and have my order not fulfilled?. I didn't receive any follow up call or email of the requested information or T&C's on Friday meanwhile they said they'd make the collection on Monday. A lady from Skynet, Bright, called Monday at 11:51 am to schedule collection of the document on Tuesday. I had specifically asked for an express delivery as it is an urgent document. I wouldn't recommend or use them.