Lack of Customer care

I have previously booked for a parcel to be picked on the 01/04/2015 instead it was picked up the following day. That made the situation impossible as the parcel wAS tender documents that we needed to complete and courier them on the 02/04/ as the closing date was the 07/04. I wrote an email to Fedex to request that the parcel be delivered on the 04/04 at the PE offices. This was because I had discovered that they were not collected as instructed. The email was responded by Desiree Schroeder and she advised me that I would receive it as requested at the PE office. I went there on the 04/04 and could not get the parcel. I only received the parcel on the 07/04 and for me this was too late as I could not submit the tender as intended. It made me livid, but there was nothing else to do. I conveyed my sentiments to Desiree who said she had written an instruction for the parcel to be delivered. She told me that she would request a refund for the waybill. I have sent a Bank confirmation letter as instructed to the PE office on the 29/04, and written a email to that effect. I have called and left voice messages to her number but all in vain no response and still no refund received. LIVID.