Collection failed

Since the new system was installed I have yet to not get a 'collection failed' error every single time I do a booking. I have tried contacting support, the Nelspruit depot manager and every other number and email I can get to try and update my profile with no success. I am now at the end of my tether and do not know how to get this resolved. It is so unprofessional when the tracking number is sent to my clients and they have to ask why it was not collected.