Extremely disappointing customer service

I am a GP who regularly gets medication from Transpharm delivered by RAM. I have an undelivered package with urgent medication at the Witbank hub. I have confirmed this with the branch and was told the manager would call me back to arrange delivery. This was at 14:00 and I am still waiting. The phone line to the hub is not picking up - and all other avenues of assistance are either unable to help or not reachable. How can a company’s customer service department not be able to put a customer in touch with one of it’s branches?