First Flight — consignment not received but marked as delivered

Address:

Chennai, Tamil Nadu, 600107

I was supposed to receive my pan card which i have applied but i received an sms on 16/12/2018 saying it got delivered but it was not. The customer service executive on phone said even they would send it soon but asked to collect it in person if it was urgent. I dont understand why they call themselves as courier agents then. Here are the ref no below
Delivery no : b903z9101724