Hepsijet Ongoing Delivery Issues and Lack of Customer Support

For some reason, the courier has completely ignored my repeated attempts to have an item delivered by Hepsijet. I reached out to Hepsiburada's seller support line, and all they did was assure me that they will forward my complaint to the appropriate department. The data is invisible to Hepsijet, according to their claim. Both companies' indifference to their customers and lack of responsibility disgusts me.
Although the delays are not my responsibility, I am worried about the late delivery costs that I am being charged. Although I have been informed that an exception will be made for the late delivery fees, that has not yet taken place. Hepsiburada and Hepsijet have given me trouble in the past. I lost ₺2,500 and had to pay late delivery costs of ₺300–500 two weeks ago due to a similar problem.