5 days query not resolved.

I sent the parcel on Thursday . Error occurred I sent , I logged the query with them. I’ve been busy with them the whole day. They are saying that they have sent me the email of wich I didn’t get any email, and that they sent my client a message nothing was sent. Went back to them they sent a client the collection message but there was no pin . Went back to them again . They asked for my name , e mail address and my phone I did that , they kept on asking me stuff I have already sent. I’m running a business, I’ve been talking to them the whole day today . Still nothing happened.😡