Call centre

RAM have been contacted from Tracer investments to collect a very important package from my husband from a deceased estate. last week 3 times i had asked them to collect on Friday 12 January. Nobody had arrived by 4.30 so i called call centre to which the lady was not helpful at all and couldnt find any collection loaded. I then contacted them again today who advised that somebody was there on Friday and I wasn't home which is not true but what I am upset about the most now is i was put on a call with call centre agent and another gentleman to discuss collection times for tomorrow and i could hear all that was said but they were not speaking in English... I asked them to please speak in English but they did not respond to request