Packages not begin received

The branch kept saying I need to wait for an sms to pickup my package, now I have already lost 1 package, and I am trying to push to find out about my new one. But the branch doesn't want to help. My emails to customer service doesn't get rep**** to. Also I have been on the phone for hours just to get on hold of someone who can assist.

What on earth are we supposed to do when this is the only option to go for, for deliveries. Let other people handle the packages because obviously you cant.