DHL complaint: No management, break of contract, rude

Every time, unfortunately the senders choice, I receive a parcel through DHL in Iceland they send it to the wrong address, so the express parcel I pay for is delayed by a week. This is now the 3rd time this year that i have complained to them and about them. Next step is that I will press charges to the police for theft.
This morning I again contacted them due to the same issue, and the lady hanged up on me. I called again and talked to a male person and asked to be connected to management. I can see that there are 2 persons listed as management: Mr. Sverrir Auðunsson Managing Director and Mr. Thorsteinn Thorsteinsson Customer Service Manager. And again they where not present ( sick and at home) nor have replied my previous emails with the notes on previous misdemeanor actions of DHL Iceland. How do you run a company with no management present, ever?