The courier guy - Not delivering packages

My client didn't receive a pin. Pudo app states "Customer Colleted". But she did not receive her parcel. When I emailed them I was replied that the parcel is at the Middelburg Hub. How can it be at the hub, but the app states collected. I was told that they would deliver it to my client, the next day, 2 workings days have gone and no delivery was made. And if a parcel is not delivered why was it not returned to sender? I have asked multiple time on the email why she did not receive a pin if the parcel was ever at the Pudo box, or even why the parcel was not returned, and every time questions get ignored. I was told it would be delivered today 15 Sept 2022, but there was no delivery made. This parcel was deposited 30 Aug 2022, and according to Pudo deposited 1 Sept 2022. Yes NO pin was send.