DSV poor experience saved by friendly call center agent

Although I have had a negative experience, I do feel I should also praise the good experience I have received. Firstly, the bad. My parcel was not delivered to my client in 3 days as their website claims. When I tried phoning, it took 23 minutes to get through to a call center agent. This in itself is very troubling. I do understand call load, but perhaps DSV can implement a ticketing system to let you know how long you should wait, because it comes across DSV not answering when it just rings. Furthermore, when I got through, the call center agent informed me that the driver hasn't serviced that locker. This is the total of the bad experience. The fact that in a festive seasonal period, the locker isn't being serviced and that it is difficult to communicate with DSV is bad.

On the other hand, I received 5 star service from the call center agent, Ithumaleng. He was helpful, friendly and accommodating, in dealing with my frustration. He has promised to assist with a refund (by handing it over to management), as well as remotely opened the locker for me to be able to get hold of the parcel, for me to deliver personally to my client in time. Thank you Ithumaleng.

DSV, please ensure that I get my refund as soon as possible, and perhaps try to ensure that your communication improves for customers not to feel so frustrated.