Speed Services delivery hasn't arrived

Passport sent door to door on Friday 2 March 18, Tuesday, 6 March 18 still not arrived. No one can help. No one answers at the call centre. All landline numbers I have tried 'do not exist' Online tracking doesnt work. Is speed services going to remunerate for the ticket booked and paid for? I just don't know what to do now, we need the passport!