Pudo is false with their policies

I received a horrible customer service from William at The courier guy. I reached out and requested to find out what happened to parcel. I checked that we have 48 hours to collect our parcel once we receive a sms. I was only given 24 hours and then told my courier guy “William” that I would have to pay to get my parcel returned to me. It was an error on their part! They failed to try and help me as the customer even after I proved they were in the wrong!