Poor customer service

I am waiting for a delivery from DSV Mounties, which is just not happening despite continuous follow-ups from my side. On Thursday 22nd of October I missed a call from DSV, they sent a message asking me to phone back. Spoke to Megan, who advised she cannot access my profile will phone me back within half an hour. She did not phone back. On Friday 23rd of October, I received a text message that parcel is out for delivery, without confirming my availability or delivery address. Phoned and spoke to Megan again and told her she did not phone me back, and asked how parcel can be out for delivery if no one confirmed availability and delivery address - she just said system shows her colleague spoke to me. I asked her to cancel delivery and re-schedule for Monday, which she said she did. Confirmed Monday delivery between 11-1, and Megan said driver would phone me in order to show FICA documents. No delivery or contact on Monday, Tuesday and Wednesday, On Thursday 29th of October I phoned, and was told that I "failed" to show my FICA documents to the driver and that is why delivery failed. I told agent no one phoned me so how could I have failed to show the documents, I have it with me and am waiting for delivery. Again my profile could not be accessed and agent would phone me back. It is now Friday 30 October and DSV has yet to contact me.