No pin provisioned - asked to pay for the package to be released from the depot

I was meant to get a package on friday sent to a locker. i got an email yesterday saying the package has expired and that they are sending it back to the warehouse and ill have to pay for it to be released again. i called them and they said the pin wastn even provisioned and i will get an update from 2-5pm and that the package should be there by this morning. i call again - it hasnt even been sent out and they dont know where the package is anymore. How can such a large company work so badly with eachother and lose a package and not even provision a pin key and then blame it on the customer? not to mention the ticket was closed on email because i didnt respond in 43 minutes. uttery ridiculous