Bad customer service.

Last month I needed a very important document to be sent from Howick to Pretoria (overnight). I paid the fee and was told that it would reach the receiver by the morning. After numerous calls to the store in Pretoria I finally got through. The 'manager' was absolutely rude. Asking me why I called her when I should have called the store I dealt with first before them. I told her she was being very rude to me and she kept going at it. I then asked for the manager and she said that it was her, I asked for head office or customer care number she rep**** that I should go Google it if I needed it. I did call Howick to check up on why my parcel did not reach Pretoria and the guy there was absolutely amazing and helpful. From his side he did everything. I finally got a call that afternoin to say that it was in Pretoria and by then DIRCO had closed and I could not have my documents submitted. The reason for this message is because this is unacceptable! I have lost out a job opportunity because my documents were not handed in time. Yes I know that it was a last minute thing but it could have been processed if I just got a little help from the store in Queens corner. I called customer care to report this incident, left details and still no response. My question is why was I still charged the overnight rate when I parcel was not deliver overnight? I have also sent an email to customer care but no response either. Is it ok just to ignore a customer like this?