Total lack of service

I recently ordered something from Amazon and unfortunately they use Amarex. The parcel arrived on the 17th of February and on the website there is a message that the parcel is in customs awaiting additional information from me before clearing. Since the 17th of Feb I have made 8 attempts to finds out what this additional information is that they require from me. The only one who responded stupidly only told me that he see they require additional information as if I did not know that and other than this stupid reply NO RESPONSE. They are just totally useless