Most shocking Courier Guy in world?

On Wednesday 22 April 2020, we arranged with Courier Guy to pick up a critically important and urgent human tissue sample from my practice to go to a pathology lab. We were told to pay and send within one hour the proof before receiving a waybill to s.tart the process. We did this, selecting the option to have it collected between 08:00-16:00 on Thursday 23 April 2020. At 16:00 no-one had contacted us or picked up the sample. We eventually left and at 17:20 the courier phoned from the practice complaining we were not there! My staff had to return to practice to hand over the parcel. It is now 12:00 24 April 2020 and no-one can tell me where this critically important tissue is that needs to be analysed urgently- and could well be life threatening. We spent 5 min on cell at 10:34 and after being transferred 3 times was just cut off, 2 minutes at 10:41 and Charlene was spoken to at JhB call centre and could not find the tracking number we gave her. She was going to phone me back immediately after contacting the pick-up office. I phoned again at 11:47 because she did not get back to me and after 5 minutes of waiting for an agent I gave up. This is the most shockingly bad courier service I have ever received in South Africa. I will never use them again- and if this sample is lost I will take legal action against them for compensation. It i now approaching 24 hours and my parcel cannot be found?