Terrible Support Service

I've been using The Courier Guy for a few years now, sending parcels from their centres. So when I needed a document collected from Yeoville and brought to me in Kyalami I thought to try their 'Door-to-Door' service. I went online and added the address and contact for where the document needed to be collected from, then my address as recipient. I followed the payment process and received confirmation of payment and the Waybill. I later realised that I missed a single digit in the phone number of the person where the document was being collected from and the courier failed to collect because of this- and this is where it all went pear-shaped. Thinking this would be a quick fix, I emailed '***' with the tracking number and the single error to please correct. The following responses from a 'Sharon Botha' were dismissive, rude and accusing me as the client from being a ***** without providing any form of support or fact checking: First response: "this parcel needs to be collected and we can make no changes to bookings if the instruction is not directly from our client." I explained that I was the client seeing as I paid for the courier. Second response: "as per our system ***XX is our client." I told Sharon to check the payment confirmation, feeling exacerbated by her one-liner rudeness I mentioned I would like to escalate this matter as I needed the parcel delivered. Third response: "My intent is not to be unhelpful at all but we deal with loads of ****s and we cannot just make changes to bookings unless we receive it directly from the person responsible for billing which in this case is not you I am so sorry I am just following protocol" At this point I forwarded her the confirmation of payment linked from me to the tracking number. I then also called The Courier Guy and spoke with a consultant who said he could see my details clearly and happily corrected the error. I responded to Sharon with the same indicating that my name, contact and proof of payment were there and this was her last response to me: "We dont see that info I think it might then have been booked wrong just in future make sure that the correct info is put in by person responsible for billing." I PAID the invoice- so she's blaming me for what she has on her portal??? I've asked to cancel this service and had to drive to Yoeville myself to get the parcel. I have received zero feedback or response since then. I fully understand ***** concerns, however you don't just assume ***** when you can see the persons name reflecting in a payment confirmation and on the Waybill!! Have some ability to see if you can resolve a minor issue such as a missing digit so that a clients service is conducted. For the only email 'support' channel for Courier Guy, I hope you know how damaging these sort of responses can be. I caution anyone attempting to resolve an issue through this channel. What a waste of money and time- I was told by another consultant on the phone that I could ask to have this payment reversed (via support email) but I won't hold my breath.