Horror service for an International company

i bought an item online and had to be returned and i called UPS to book a collection as i always do. the returns are free and it has a return waybill or serial number. they came to collect and then the next day i'm getting an email for invoice. when i call the customer service their agents put me on hold and then hangup the call. i've call 4 times already and the same thing. i've asked for Emmanuel Mgcina and i get transferred to him then the call cuts off. can someone call me urgently to sort this thing out because the item needs to be returned and i get a refund before 30days