DTDC Courier & Cargo — DTDC didn't deliver my parcel

Tracking No: X88397207
I had a delivery that was supposed to be delivered via DTDC. But I didn't get it. The status says it got delivered on September 19th but I never got it. I do not recognize the person's name mentioned on the portal to which the package was delivered. I already raised a ticket on October 8th on the DTDC portal regarding the same, but there has been no progress on the ticket for 3 weeks and the person assigned had closed the ticket without giving me an update. I wrote to them multiple times requesting an answer and called them multiple times, they are always busy and when they do lift the call, they don't have an answer. I need my parcel or I need an immediate refund of my whole order