Unorganized

I ordered my stuff online and was able to track my order... Now when it is time for my things to be delivered, I firstly had to go to the courier kiosk and I was told that I can't retrieve my parcel because BlingGirl account was in arrears of R6k. Tried calling them, no answer. Tried to WhatsApp them, it 1 ticks. Terrible service, inconvenience on the customer's part. How is it the customer's problem that BlingGirl is in arrears?