Delhivery — Reverse Pick Up Issue

This is one of the most highly unprofessional courier service one could have. I have been following up with one company Urbanic who uses Delhivery courier services for delivery and reverse pick up. Its been over 15 days since they have not been able to get the products picked through their agent who are themselves hate picking up any bulk items. Every 2 days I get a message that a person would be coming for reverse pick up but neither any one comes nor the agent picks their phone. Due to this my 12k amount is pending to be refunded. I have the call recording of one of the agents too who shows complete disinterest in picking the returned products as it was a bulk item and he would have to spend 1 hour for quality check. It is not consumers fault if the courier services doesn't come to pick the items due to which the site "urbanic" ( using their services) blocks my amount. Due to the heavy file size of the call recording I am unable to attach. However, I shall be happy to share it as proof if requested through any other medium like email.