Won’t collect or reply

Having an extremely difficult time with a parcel collection. Asked them to collect a parcel from a client’s business on Friday, they tried to collect at 6pm. It’s a business. They tried the same time on Monday. I emailed to ask them to collect by 4.30pm on Tuesday. Again they attempted collection at 5.30pm. Emailed them yesterday to ask them to collect today by 1pm today. Received a reply to say they absolutely will collect by 1pm. It is 3pm and no collection. The call centre hangs up on me and the WhatsApp number completely ignores me. They’ve rep**** to one email at 2.45pm to say that the parcel still has to be collected. Of course it does, before 1pm like you promised?!!! This is not the service I have experienced or expect as a client for the last 6 years. I am about to lose a client because of this ridiculous service!! Waybill number BZHMXV