Parcel collected, hour later email stated collection failed

[Chef]

my parcel was collected on 2 Jan at 3.25pm (rather later than usual)by 2 male workers both in non RM clothing , tho one had a reader/scanner on him . I expected as per usual that I'd be able to see it had been collected in the system etc.,but no. I presumed it would be tracked eventually.

At 5pm approx I received an email saying "your collection failed and to book another collection, etc. The tracking info said ‘we’re expecting it.’ and that it hadn't yet been collected etc "
This never happened before.



I was a bit suprised by two middle aged fellas who wore no RM uniform , Tho they said they were from Royal mail and one had a scanner with him, i thought ok strange but whatever. Not sure if they were Xmas workers, agency or short staffed or what .
The tracking of my parcel is so far saying 'not collected and that they tried to collect it '. (We were in all day on Jan 2nd ).... I had phoned the RM customer phoneline just after i got the email , they said they'd open a case etc, but weren't really that helpful other than that . Apparently it may take 72 hours for the SDO to make investigations.
Whats the usual procedure for this situation, I've no proof my parcel was collected

Thanks in advance for any advice.