ANSWERS PLEASE

I have been waiting for a package from Hong Kong and to date I have not received it. I am told it is on hold because I have to pay a clearance fee when nobody bothered to inform me. Now I call and I am firstly told they don't know what the amount is for. I hold for over 10 minutes for the invoicing department, they still don't answer. Someone else tells me that the emails have been bouncing yet nobody bothers to call me and tell me this. They have emailed me more than twice before and they claim they don't have my email address. Pathetic.