DTDC - Package not returned after cancellation

I have booked a shipment on Jan **th from atlanta park, chennai, tamil nadu to my home address in vizag. Due to some personal issues, I have requested for cancellation on the **st when the pickup was scheduled. But even before the cancellation was processed or accepted, the pickup was done from sender's address.
Now at the time of pickup, the sender was not present at the hotel who inturn gave it to the reception and was collected as a result.
I have requested the return of the order on Monday. I have contacted the customer care several times this week where they said they couldn't directly co-ordinate with the pickup guy and some bullshit as the issue being kept on high priority something like that. It's been a week and yet they didn't even give me a single update about where the shipment is right now.
Note : I got my refund for order back but not the parcel.