Bad attitute and poor service

I requested a collection request online Friday 30/10/2015 8:59 and stated that our offices close at 13:00. No collection was made, i was not contacted. Today is 2/11/2015, i phoned and started telling my story and the lady said \hang on". The handset was put down for close to 13 minutes while i had to listen to a cosy little conversation. Then she picked up the phone and after asking her why i had to wait i had to hear that the Area manager is at Vryburg. I ask her if a client is not important and why my parcel was not collected? She said my parcel was collected and delivered in Springs"