It has been 8 working days since I ordered my new card from First National Bank, delivered by DSV, and I am still waiting

It has been 8 working days since I ordered my new card from First National Bank, delivered by DSV, and I am still waiting. On Friday the delivery was marked failed with no explanation, notes, or call from the driver. Today I spoke to five agents, all saying the driver would contact me. I clearly explained I leave work at 17:00. I arranged with DSV that my receptionist could receive the parcel with a copy of my ID, but when the driver called at 17:20, he refused to deliver and ended the call. I have spent half the day contacting DSV, being transferred between departments with no proper answers. Resolution requested: Please arrange urgent delivery and proper communication, as this delay is unacceptable.