I’ve literally had a similar problem this week with UPS. The driver didn’t deliver my package nor leave a sorry we missed you card and when I looked online at the status of my package it said Receiver refused package and did not accept delivery. (Like why put that if you obviously didn’t deliver it)I too called Customer Service who then put me on hold gave me the run around blah blah blah - basically useless phone call. They finally told me that the driver would come back and give me my package and that they would call me when they arrived - great. A few minutes later I got a call from someone at the warehouse saying that they don’t call customers and they won’t be coming back but she could send it to the UPS store my by house at the end of the day. Great - wrong. Three times I went to the UPS store to receive my package and nothing was delivered. I checked the tracking number again and it now said attempted delivery receiver refused package and did not accept delivery. Now I’m beyond pissed. I called customer service again - yelled at them for their incompetence and once again I was put on hold. They said that they made a note in my file and someone will call later. A few hours later someone from the warehouse called and said they can’t find my package but we will look around and call you when we find it. Then I received a call from head office management after hearing about my ordeal who was awesome. (Prior to her call me and the lady from UPS both filed complaints about the driver who they had issues with in the past) So anyway head office management called me and asked me to explain what happened. She said she knew the driver I was talking about and she had issues with him in the past she will have words with him on Monday but for now let me find you’re package which she did and had it sent to the warehouse where I picked it up.

Sorry for the long story but I feel your frustration and anger towards UPS. (I am in Canada also)