Urbanic — Pick up delayed, no assistance provided

I have 13 items to be returned to Urbanic. I created the return request on 7th Jan 2023. Today it is 21st Jan as I write this complaint. The ticket ID in question is 2332564.
The delivery agent did not pick up my items. After complaining to Urbanic about this, they did not revert. They just suggested waiting for 24-48 hours. After writing several emails about this and only getting responses that said, "please give us some time", I checked the app only to see that the return was cancelled and that if I wanted to set up a return again, I should do it within 10 days. However, due to the delay in response from Urbanic, the 10-day return period had expired, and now I cannot return my items. I have written countless emails to Urbanic, and they only reply with the same automated responses. I have even messaged their WhatsApp chat support requesting for a callback from the supervisor, and they keep asking me to wait. It has been over 12 days now, and the issue has not been addressed. I have requested them to either get someone to call me or reset the return window so that I could return my items. But no action has been taken.