I would just ask to speak to a manager and get their name and ask for a file reference number regarding your enquiry (not sure if they even do this but ask anyways) OR ask them to read any notes in your file back to you and see if the request is even listed as being their. dont' give them any hints as to what you are looking for either, just have them read what they have on you.

Tell the person who answers that you mean no offence but you want someone to be accountable for this and it should haven't to be them just because they answered the phone, hence your asking for a manager.

I feel for everyone here who is missing their package. I was given a cut off date of something like mid-January and they just sent me a package automatically