Evri complaint: Not collecting a parcel or communicating

I arranged a parcel collection from Evri for Friday 31 May. I had an email from them at 11:46 to day my friendly local courier had tried to collect my parcel but I wasnt available and they would be back On Saturday 1 June. I am a 65 year old who works from home and live in a second floor flat of an over 60s development that has a manager on the main front door. If collection had been attempted the manager would have let the driver in or shown him how to ring a doorbell. I contacted the chatbot EZRA on Tues 4 Jun and had email ation a query would be raised. Claire from Customer Services emailed me on Wed 5 Jun to say if the parcel was not collected by 10am the following day she would contact me. That is the last contact I have had from Evri. When I email Claire I get no response. When I contact the chatbot I am told an enquiry was raised and it cuts me off. When I call I am told the tracking number doesnt exist and I am cut off. I am going to lose the £65 refund I am awaiting if the item isnt returned. The same friendly local courier delivered a parcel and left it in the main reception downstairs last week, if he had knocked he could have taken the collection.