No pick-up on EMERGENCY delivery

I am a longstanding client with Fastway and have generally had decent service to date. On the very occasion that I could not afford ANY mishaps or delays in my parcel getting to it's destination, this is exactly what happens. I needed to get my parcel SPEEDILY to Durban, in time for an overseas order which was leaving in two days. Getting the next day delivery service was therefore a priority. So, as in all other cases, I call my driver around 9am to arrange for collection. He states that he will not be able to collect in the morning, but would be at our offices in the afternoon. I arrange with my client that the parcel will be delivered on time for the overseas flight... the following day they message me asking where is the parcel as it has not arrived. I then track and trace the parcel only to find out that it has NOT even yet been picked up, this being a day later. I ask to speak to the manager and wait on the line for about 10 mins to speak to him. When he comes through I explain that an apology is not going to be accepted because there are financial implications to this; he explained that he would speak to the driver (Molefe) and also get the driver to fit the bill for the now-urgent delivery that needs to be made. My driver calls to apologise and I explain that I cannot accept a mere apology given the implications that this has had for me and my business. Later he calls back with another question, but starts arguing with me on the line about the fact that he did not have my number to call me (never have they needed to contact me before because my offices have REGULAR pickups) and starts screaming while arguing. I am furious about a few things: - That the driver missed collecting a very urgent item for delivery despite being personally called and promising that he would collect in the afternoon - The arrangement is that collections happen mornings and afternoons, yet my driver was not accommodating of coming in the morning (I let that slide) - My drivers poor attitude was most annoying - The fact that STILL no-one can tell me when my parcel will get to its destination - The financial implications of this

I am looking forward to someone contacting me in this regard!