Bad service, I don't have a reference number as the deliver driver left with my parcel

The DSV consultant arranged with me that my MTN parcel is to be delivered to my place of residence between 14:00 and 17:00. I took the afternoon of from work as to receive my parcel. At 16:00 the delivery driver got to my place of residence with my parcel. The driver had a faulty divice which he can not take my thumb print or sent me an otp pin. I was informed that I can not receive my parcel as his device is faulty and that I will be contacted to arrange to receive my parcel on a later date. How can you run a delivery service with faulty equipment and then tell the receiver of the parcel to wait till a later date to receive the parcel. I tried to call the service number of DSV to only be informed that all operaters are busy and gave up on holding on for an operater for a long time.