No delivery

My offical document were sent from Daska to me at Sialkot on 11-02-2025. From then till today 14-02-2025, the rider has not contacted me for delivering and is continuously updating on their status that I am not available for receiving. I am calling to their helpline for 3 days. And now today they have said that your parcel is on customer service centre go and collect from there. When their rider has not contacted me and telling a lie and they have taken money to deliver at doorstep, how can they ask me to go collect my documents after wasting 3 days of mine.
Neither they have taken any action againt rider nor they are forcing him to deliver the parcel.