I have had a similar experience once with UPS. To cut a long story short they really messed up, relabelling someone else's package with my address and this pack

I have had a similar experience once with UPS. To cut a long story short they really messed up, relabelling someone else's package with my address and this package was payment on delivery, which I paid. Trying to get them to come and pick up the package they relabelled in error and refund me for the payment was an absolute nightmare. Many calls to the call centre and 2 days later I had enough. No amount of asking to speak to a manager or anyone I spoke to managed to resolve the situation. I found the email address of the CEO of UPS on https://www.ceoemail.com/ https://www.ceoemail.com/ and proceeded to write him an email explaining the issue, the effort I have made to try to resolve it as well as the incompetence and inability of the staff to resolve the problem. Note this email was very professional and stuck to the facts, the only emotional bit maybe being me highlighting that I honestly expected better from a company such as UPS. I did not expect anything to happen honestly. However 15 minutes later I received a reply from him saying it will get taken care of. 20 minutes later the manager of the distribution centre that caused the problem gave me a phone call apologising. 2 hours later a driver came to pick up the parcel and refund me the money I paid in error. I received 2 more calls from the distribution manager and that person provided their personal contact number in case I ever have any issues again. I personally do not like going the social media route by default. I would only consider it if I have exhausted all other options and am honestly left with no other choice which seems to be the situation you were in and that is completely understandable. Maybe give the CEO email option a try next time as I believe your success was due to someone high up being forced to recognise your issue. If that then fails I would hit the social media option for sure.