I was waiting for an important document for a visa...

I was waiting for an important document for a visa. They did not tell me they had received it, apparently tried to deliver it at four in the morning when the gates are closed and they have never even entered the phone or tried to leave a message. When I finally found out they were the ones who had it, it was the day they decided to send it back to the sender. That document had not yet left their Rome office but they refused to let me come get it. So I'll have to wait for the document to be sent back to the other side of the world and sent back here again. This means that most likely I will not be able to take the flight I have already paid and that in total I will have lost at least 2,000 due to their fault (the price of the flight I bought more than I will have to buy).