Repair Collection - Business related

The collection was requested on the 16 February 2021 via Istore. Waybills have been logged but no collection. Calls were received saying no one at the business address but no proof that they were actually at the address. Emails, calls continues from the 16 February 2021 to date 26 February 2021 no collection, last email received today says no contact details were given. There policy reads that if no collection is done within 72 hours call.....its 10 days later 240 hours