No Feedback

I ordered a package from the US, it got held up in customs, they SMS'ed me and requested me to mail them my ID number so they could use it to clear customs. I then emailed them my ID number no more than 5 minutes after the SMS was sent. Then about an hour later I get an email from them again requesting my ID number. I reply and send them my ID number again. A day goes by without any other feedback or notice of receipt. Then I email their head Johannesburg office and ask if they received my ID number. Another day later and still no feedback. Very poor service by keeping clients in the dark.