DTDC - Shipment not delivered

Dear Sir/Madam, I had booked a package on **th April ****, with one of the DTDC stores address as below M/S. INTERLINK MEDIA SAIKIA MARKET COMPLEX, NEAR ALLAHABAD BANK, DULIAJAN DULIAJAN DULIAJAN ******. The package contains an official laptop and ID card owned by Mphasis Pvt Ltd with shipment number being # V******** destined to address as below: To, Ajay Choudhari/Chittaranjan Kadam Mphasis Ltd., Cybercity, Tower *,Level *, Magarpatta City, Hadapsar, Pune, Maharashtra ****** On tracking the shipment details on DTDC site, there was no update happened since *rd May. On *th May, I got in touch with DTDC customer support asking for the status and the current location of package. On *th May, I was informed by Mumbai Sakinaka Apex team that the parcel got offloaded at Guwahati Airport since the package had battery in it. Hence the package would be delivered via surface. For which they asked my confirmation. I gave verbal confirmation to proceed with delivery via surface. Again on there was no update in tracking page. **th May, I got in touch with DTDC support team for status. They dropped a mail asking for confirmation to connect the shipment via surface mode. To which i again gave my confirmation to proceed. Since then till today there is no tracking of the package as where it is, if it has been transferred via surface mode as there is no update available on the tracking page nor the customer support team is responding on it. Every time i connect with customer support team they keep on raising new tickets or keep asking repeated questions as below even when a ongoing ticket is in process. What is the content in the parcel. ? Is it old or new laptop. ? Your complaint is being looked into high priority.? It has been offloaded at Guwahati.? Shall we connect via surface.? There has already been a ticket opened #******. I was even told to check with booking office and get the channel partner contact number. To find out when the package will be shipped out. I even had to personally ask the support team to share the Guwahati Borjhar DTDC Apex contact number where they mentioned the package is present. The number shared was switched off. Even till date its switch off. Even contact tracing part I had to do, which is their responsibility. There has been a very un responsiveness behavior seen by the DTDC customer support as I am chasing them each single day from *th of May but none of them have given me a clarity on where is the parcel exactly and when the package will be connected via surface. I am concerned if the package is misplaced. To bring in your notice, due to the unresponsive behavior of DTDC support team, I am facing so much issues. My documents (job experience letter/ relieving letter/ full and final settlement amount ) are withheld by the company ( Mphasis) since they haven't received the package (laptop/company asset). Since I don't have the documents, i am not able to submit it to new company. They have given me a deadline for submitting the document. I am on the verge of loosing my job, due to insufficient documents. DTDC is not even updating/sharing the current location of the package. Even for simple query they are not able to respond. Till date they are just making false statements that give us * days or * days but still there is no update. Now they are saying National Vigilance Head is working on this case but still there is no update where the parcel is.
I am submitting this grievance and seeking your kind support on this issue to resolve it asap. Your support would be appreciated and can help me to a great extent. Awaiting your response on this. Thanks in advance!! Regards, Nisha Balmiki