DTDC Courier & Cargo — non receipt of couriered package.

I had couriered a package of homoeopathic medicines to a patient at kalina, mumbai, pin code 400098 on 21/07/'17. The patient has not received the package till today. It was couriered from dtdc at virar east. The address and pincode with mobile nos of recipient and sender were mentioned properly. The receipt given by the company shows the proper pin code of the recipient. Consignment no m53797333 dtd 21/07/'17. When inquiries were made and tracking on the site showed that pin code was mentioned as 400050, i was informed that the consignment had reached bkc and it would be delivered by 26/07/'17. Subsequently their site shows that the package has been delivered, but my patient has still not received the packet. After repeated inquiries which have not borne any results, i want to ask why they collect mobile nos of the sender and the recipient if they do not use it to confirm the address. This is the 4th time this is happening with the same patient. Please help.