The Courier Guys cannot solve a problem without hours on the phone an 30+ mails

We do clinical trails and waited for a pick up of used drugs The courier guy came without a waybill, but I made him write his name and number on a peace of paper. He was at the wrong pickup point . The parcel was delivered at the wrong place. When I realised the mistake I phoned The Courier Guys costumer service, I send more than 20 emails without joy. My questions are: Who ordered this collection and how did the driver get that waybill number/ address? There was no receiver's address on the parcel, so how did the parcel get to Nelspruit Medi Clinic Who signed for it? How can we get this back? I cannot take responsibility for the parcel being delivered at the wrong address. My error was made by giving the parcel to your guy BUT that was the only parcel we had for collection that day. I had to pay R 700 + to retrieve the parcel !!!!!

regards Rensina Venter