bad service and *********** person on the whatsapp group

The phones are down and the person on the what's app chat is not answering my question (she is sarcastic). Requested a manager to call me and she ignores my request and my messages. I asked if I can collect my parcel and was told no with no proper reason. They are willing to deliver and let anyone who is not the receiver sign for it but I as the receiver am not allowed to collect. How does that even make sense?