Bad and *********** Service

We booked for a envelope a one page letter to be fetched from our office on Friday morning, we paid the required R399.something cents within no time. Sent a email detailing all the information required, as this is not the first time we are using Fedex we use Fedex on a regular basis. by 15h30 no collection happened but had a collection ref number. I phoned the call centre and the driver, conveniently told the call centre oh he was here but one katelan said there is no package, Well this surprised me as I am the only one in reception and my name is definitely not katelan. SO this urgent document did not get to go off on friday as we close on 15h30 and I stayed till 16h00 and no fedex pitched up. I had to get the wrapping for Fedex's bad service. I was told by fedex they will collect on Monday morning, well is is 12h00 and still no fedex. phoned the call centre oh the driver said he will collect at 14h30. Really Fedex this type of service is not on. I think in future we will have to go back to DHL, as this service is unacceptable and I am not prepared to take the blame for Fedex drivers that cant do their jobs properly.