"Failed to Collect", again.

Twice now I have booked a collection before the 2pm cutoff. It is assigned and shows the collection same day. Just after the 2pm cutoff the collection changes to 'Failed'. The Support line isn't answered and the email support is a waste of time. "Apologies for the inconvenience" does not even attempt to address the problem.

After the first time I spoke to the driver and he said there was a 'fill in' driver on the route. Was there a 'fill in' driver a second time? Someone needs to be taken to task for the poor service, starting with the support people.