Evri complaint: Evri collection

I have been contacting evri for almost 2 weeks now, regarding collection of a parcel I paid for.
The courier claims he tried to collect on Saturday 18/07/25.
Not according to my cctv or ring doorbell, they didn’t.
The tracking stated they would return on monday to collect.
They didn’t arrive. So I contacted evri, via the live chat. It was escalated to a query.
Since then I have received numerous emails, stating they are trying to locate my parcel.
Despite telling them they I still have the parcel, are not listening.
I have tried to cancel the collection and have asked for a refund.
I can’t cancel, because the bot is telling me I have an escalation and will be contacted in 24 hours.
It’s been five days. I have tried ringing their number and all I get is an automated number, stating they are looking in to my query.
I just want my postage refunded. If I wasn’t disabled, I would drop the parcel off myself.