Customer service is abysmal! I tried to collect a parcel with my pin a week ago

Customer service is abysmal! I tried to collect a parcel with my pin a week ago. The system said the pin had already been used. The box apparently malfunctioned and I have been phoning the call centre 2 times every day to follow up. They keep me on hold a long time every day and then tell me they will get the parcel out and deliver it. There is no feedback whatsoever. Today they tell me that they finally ( after a week) got the box open and it does not have my parcel. Mistakes can happen but the lack of communication and action is extremely disappointing.