Bad service and lack of communication

I have been waiting for my parcel from Hong Kong it’s arrived in South Africa on the 15th of December and when I tried to trace the parcel every time they tell me differently sorry. Today traced the parcel It says I must pay the money so that my parcel can be realized, I phoned their call center to ask where must I pay the money she told me to wait for the email and then she dropped the phone in my ears. They don’t know how communicate at all. Am so stressed I don’t know what to do anymore.