Roadie complaint: Escalated Complaint, Not responded to for 5 hours, and still no response as I type this

Hello. I’m a driver with Roadie. Today, on 03/30/24, I picked up 12 orders to deliver from Best Buy, located in Highland IN. As delivering, the Roadie app directed me to a home in Harvey IL, to deliver one of the packages. When I arrived, I noticed that I did not have the package that the app was requesting that I deliver.
I contacted Roadie by support through the app, and told them that I do not have the package that the app is requesting that I deliver. I then told them to remove that drop-off from my route, and I was told that it would be done.
After completing all of the other drop offs, it turns out that the item was not removed from my route. I contacted Roadie and told them that I do not have the item that they are requesting me to deliver.
They told me that they could not cancel the order from their end, and the Escalation Team had. My complaint was escalated at around 6:30pm, and the time is now 11:18pm as I write this, and still no response from the Escalation Team.
I called Roadie at 11:05pm to ask them why hasn’t the Escalation Team responded, and it’s been 5 hours. The roadie rep told me that there is no time period for them to respond and encouraged me to just wait at the store, until they respond.
I informed them that I’ve already been waiting an hour, and they told me to basically keep waiting. I told Roadie to remove this item from my route at 11 something AM today, and they didn’t do it. I escalated the concern at around 6:30pm, and as of 11:23pm, the Escalation Team still hasn’t responded, which holds up my money, as I Cash App for immediate payment. This entire situation is irritating, unprofessional, and very bothersome.