Delhivery - delhivery stole my package and money and did not deliver

i had to send documents to my hiring company. Delhivery took my package in bangalore and in mumbai, they refused to go to **th floor and deliver at the destination. Destination address is clearly mentioned during the time of pickup.. Delivery person saying he can throw/deliver in front of building but will not go up, which is my destination address. He denied delivery for * weeks then i got my documents back to bangalore, all the time wasting my time, money and effort. There is no way to reach customer service during this time period except email.. In email, they give copy/paste answers without addressing the issue, each agent acting as if this is the first time they came across the issue.