Pick and pay asap

I ordered a product online, called their call center when i noticed 2 hours had passed with no delivery..i called again some time later received the delivery mans number, he said the order was cancelled, called a 3rd time saying i would like to cancel the order and get a refund, the consultant said he needs to escelate the matter to cancel the order...4 hours after my request the app said the goods were delivered yet i still have not received them. Now i need to prove to them that the goods were not delivered...my complex requires an access code to get in and deliver...if the driver did come what was his access code?