Escalated Queries are Ignored By Rain/Incompetence

Yet another disappointment from your Team. I have just confirmed telepathically from RAM couriers that the parcel was returned to Rain after their 10 day delivery day had elapsed.

I called one of your agents and it is shocking that I have to explain the same story all the time when I call in your organization to do a follow up.

Your agents or Quality Management System is weak. You do not store notes on the system of what was initially discussed. You do not make follow ups with escalated queries on your clients.

It is absolutely disappointing. 

Can this matter be escalated to your top management for urgent attention?