Poor communication

I trusted Ram Courier to handle my parcels especially because I run a business and they seemed to be reliable. But now I’m very disappointed with their services. I booked a collection on Sunday knowing that Monday it will be collected but to date they haven’t collected my package. I had to call several times and I was put on hold for 20 minutes till I hanged up and called again. All they could say was to apologise for the delay and the mix up on their side. How unprofessional is that. I mean if you don’t understand something you simply call the customer for clarity or rather send them an email, but nah I had to do it myself. Now I can’t get my package on time and I have to explain to my customers. Please improve your customer service Ram.