Appalling customer service!

I have made a purchase in China that totalled to an amount of R1900 only for of the parcels where being shipped via aramex, aramex requested for an invoice and proof of payment as my parcel was held at customs I then provided them with the invoice that included the entire order,a lady by the name of Phunziro Kazembe advised I had to pay an amount of R1603 to relaese my parcel from customs I then explained that aramex was holding only 4 items on the invoice and not all items have been shipped with aramex, She then advised she will assist with a VOC (to get a new charge from customs) after a week had past without any feedback I called to get feedback but was told she was on leave and Andrew Sebili would assist further. Andrew Sebili advised i needed to pay the R1603 so that my parcel be released and Langton Ncube(Superviser) will assist with crediting me after the parcel is in delivered status, I have made payment and Langton Ncube(Supervisor) is not responding to my emails and does not respond to his colleagues emails when we request for feedback this issue is been going on since the 8th of August. This is appalling service if aramex wants us to stop using it this is the way to go.