Is this how customers are treated at your company?

Changed my delivery address telephonic with a consultant while my package was still on it's way (1ZE***). I confirmed the delivery address telephonic, the following day again. UPS decided to ignore the above mentioned changes and delivered the package to the original address. I logged a call regarding the problem and 3 days later, I decided to rather send the package via Courier Guy to the changed address. Up to now, nobody even contacted me and when I asked to speak to a manager, I was put on hold which I eventually cancelled after waiting 5 minutes already.

HOW IS THIS ALLOWED/POSSIBLE????