12 days and the parcel has not been collected

I requested a parcel to be collected from Industria North on the 15th October. On the 20th I checked the tracking status as I was expecting delivery anytime soon to see that the order was cancelled as they could not get hold of the Consignee. No call was made to me to confirm. I then contacted the call centre and advised them of new contact details which they forwarded to Isando and confirmed that the parcel would be collected latest next day. On the 22nd I followed up again and the call centre agent confirmed that the email had been received by Isando and she would follow up why they had not collected yet. I then phoned Isando to see why they had not collected and was assured by the agent that they had received the email and it would be collected the same day. It is now the 27th and when I phone Isando I spoke to Rose who has no record of the change of contact details but updated the records and advised it will be collected today. This is disgusting service from a \Reputable "courier company. Tracking number RL***"""