Aramex Customs Disputes.

Previously I have had no issues with Aramex until recently. I placed two orders from Hong Kong both with a total value of below R500. On their website they state that values below this amount are treated as duty-free. Therefore I ordered two separate packages to meet this criteria. Both packages arrived at different times and for both packages they proceeded to charge me customs duties. When contacting them about this they went ahead to ignore my emails sent with regards to this, when typically they respond within 48 hours. I went ahead to email twice even. Upon calling them- the assistant offered very little help. Kept me holding for periods of time. And kept saying let me just check the system for you- as if the system is going to help me any more than they should be. It is clear they do not know how to attend to customers that have customs duty disputes. And dismiss them by vague responses and obliviousness.