Not reliable

After ID number was requested for customs I was told on the 21st of May that I will get feedbacl in 2-3 days time. I had to phone them today (29 May) and the lady was surprised that no one informed me that there is extra charges pending. Some of their ISD agents is dropping the ball. Not too sure why I report this because this company does not care. It happened before and it will happen again. Not reliable.