Delivery services - service? What service?

After not being able to get hold of me telephonically when I was away with o cell phone signal, I have now needed to call DSV three times after the past few days so I can get a call back to confirm a delivery time. Each time I was advised that the call was recorded, but no reference number is issued to me, the customer. Each time I was promised that the parcel needed to be unfrozen and that someone would call me back. I ended up insisting that the agent call me back straight away, without me hanging up. It's supposed to now be delivered tomorrow - lets see.