Load rejected, waiting for instruction from the broker, now what?

I’m wondering if anyone had this problem and how long it took to resolve it or what was done to resolve it. We’re a small carrier with one truck and trailer but our own MC. My driver took a load from PA to CO. At the delivery, the load got rejected because 4 pallets tipped back against the other pallets and some products although not damaged, tipped over. The receiving guy told my driver that it happened due to the pallets not being loaded correctly into the trailer. My driver reported it right away to the broker and sent pictures and information. It’s been 5 days and nothing, not even a phone call or email to acknowledge that someone is working on this. We call several times a day to customer support but always get the same answer, that we’ll get an email when they get the disposition from the customer. Customer support won’t even tell us who is handling this case. They gave us a phone number but when we call, it will ring 2-3 times then says line is busy then hangs up. We were also told that they need to get the layover approved too and so far it’s not been approved. This has never happened before so we don’t know what to do.

 

The guy crossed out damage and wrote 25 but no my driver didn’t have them write “No fault if driver”. Yeah we didn’t think of that when it happened.

 

No he was not allowed on the dock and they put a seal at the shipper.

 

My driver opened the doors before backing up and then when they were done loading, a guy came out and asked him to move the truck a bit and close the doors so the guy could put a seal. My driver didn’t look inside, he just closed the doors for the guy.