Special delivery requirements ignored by RAM?

Good day I have reserved and paid for a very important package to be delivered, requiring ID CONFIRMATION from the receiver. On the Track a parcel feature on the website, the Movement indicates that the package was delivered and received be a totally different person. I have emailed RAM about this to query and tried the online Chat service - both were unresponsive. I am quite disgusted that RAM offers a LIVE Chat service and not a single line from the chat was answered. I would really appreciate the feedback on this query.