Bad Service

I placed an order for overnight delivery on Sunday, 29 June, it was to be collected on Monday 30 June, the driver did not come and wrote that the package was not ready for delivery, i responded that that was incorrect and that the driver did not even contact me, they apologized and indicated it will be collected on Tuesday. On Tuesday, they sent another driver, who came in and was in a hurray and impatient, our receptionist was trying to help him, as they were collecting the key to open the cupboard were i had left the package. he left and wrote that i did not answer my phone and that there was no one to help him. i again responded that that was a lie. And they said they take what the driver tells them. I then requested that they cancel the order because all i get is excuses. Today i received an email request an official letter SIGNED that i want a refund and why i cancelled, a copy of my ID, Proof of payment and proof of banking details. all others i see, but an official letter, when there are records of communication about all this. WOW I'm defeated. First and last time i try using their services.