Zero accountability or honesty

The call centre agents do not advise that they are transferring you to the regional office. Then the driver lies about his ETA. The driver was called and he said he would be at my house at 5pm. He has yet to arrive. Mind you I received the text yesterday that said my parcel had left the Bloemfontein branch. Don't you check if you knock off if all the day's parcels have been delivered? And to get to Botshabelo or Thaba Nchu the driver passed my house, why didn't he start with yesterday's backlog!!