Failure to collect parcel

I placed my order online on the the 29th of November 2017. It is now the 4th December and my parcel has still not been collected. I have phoned RAM 6 times during this period and still nobody knows whats going on nor is anybody willing to take responsibility and fix the problem. This was an urgent document and they have let me down in more ways than I can describe. Appalled by the service. A courier company should have their logistics down to an art form. Not the case here.