First Flight Couriers — harassment by first flight employees and non delivery of pan card

Sir i made a request for a new pan card vide application no n-[protected] dated : 21/12/2018.
My physical pan card which was dispatched by nsdl on 04-jan-2019 by first flight couriers pvt. Ltd courier vide airway bill no. B904z0115022, at the address for communication which was scheduled to be delivered on 14-jan-2019.
When it was not delivered to me on the scheduled date, i checked the status of the pan card on the first flight website on 15-jan-2019, it showed that my courier is returned to the origin.

When i tried to inquire about the status of aforesaid courier from the first flight local office of first flight in chowk, lucknow, they informed me that my pan card is returned to nsdl.

They did not give any genuine reason for non-delivery and made frivolous excuses.
I want to bring to your kind notice that neither any delivery person came to my house for the final delivery of the pan card nor i received any phone call regarding the same

On further inquiry they told me that neither they deliver the pan card physically at the customer address nor they call customers to collect the pan card. They just sent a computer generated sms and it's upto the customer to collect it or it will be returned without informing the customer. They straight forwardly told me that it's not their responsibility to deliver the pan card.

Further on 19-jan-2019, i received a call from a number +[protected]and the person on the other end told me that my pan card has returned and that i should collect it from first flight chowk lucknow office. When i went there to collect the pan card they told me that nobody from their office called anyone to collect pan card. They asked me for the mobile number from which i received a call.in the first instance they denied that this number belonged to them. I immediately called back that number infront of them and to my utter surprise it started ringing in the first flight office itself.
When they realized that their sham and lies are being exposed they said the person who called from that number is not here and that he will come back after three days. So they asked me to go back and enquire after three days. By now i fully realized that they were simply lying.
When i asked for the name of the person who called me.. They started fighting me and asked me that it's not their responsibility to deliver the card and if i have any problem then i should complaint to the nsdl or first flight corporate office.

Therefore i am raising this complaint in this forum to seek help regarding the unprofessional and unruly behaviour of staff the first flight courier services chowk lucknow branch.