DTDC Courier & Cargo — Courier not forwarded from the place where it is booked

My customer booked a courier on 30.10.21 still it is not forwarded.i tried calling customer care serveral times but no one picking, after so many try one girl picked up name Maheswari I asked that branch contact number to speak with them and check why it is not forwarded, she said I will get a call back.still today no calls or no steps taken to forward that courier.My customer is asking for the refund for that product without knowing where is the parcel how I can give them refund already spent 200 for courier booking, without understanding others problem these people not responding and not doing their work also.i want to know where is my parcel and why it is not forwarded yet to the customer place