Post office at heidelberg in Gauting - Bad service received

I have a package from overseas, it was shipped to the Heidelberg post office. the name on the package is not the same as on my ID but my Facebook account name. because I was using my Facebook to create the account. I went to the post office with an email of the order details with my name, number, address, and my ID. The lady was helping didn't want to give my package and promise to return the package. because the names are not the same but I produced the evidence that corresponds with the order