parcel held at customs for clearance

i received a sms detailing that my parcel has ben held at customs and that i should email Nomvuyo. i did exactly that and she didnt tell me what was required of me until i called and after countless attempts at calling she eventually emailed me the list of documentation required. i again sent it to her the following day and to date no one has communicated to me if all is in order or if i still need to submit any more documents. She would not answer my call and she stated that she hadnt gotten around to handling my querry. the service there is absolutely appaling and they dont have customer service and i will never use their services ever again and i dont recommend anyone else to!