worst service ever

Disgusting service they were supposed to turn up on Thursday to fetch the document to go overseas did not come Friday I was promised after they apologised and after phoning and being cut off 100 times I finally got through and they came at 5 3o to fetch the document. No special plastic that they seal the stuff in when i asked they had some used one in the car and put it in there. On the tracking it shows it was at the Hub JHB on Saturday 30th. I have nothing further. I called you get cut off then send an email and they tell me its all okay . Cannot see anything further on tracking called and wrote emails again now they say they cant locate the document they investigating cannot speak to a manager keep getting cut off and I fear they have lost this and my son needs this urgently in Portugal I have no idea how to resolve this T