Still waiting for my order

On the 21 September 2015 I ordered an item from Hong Kong, it arrived in Johannesburg a week ago and I have still not received my item. The staff are not very helpful, Koketso whom I spoke to this morning was extremely sarcastic towards me, I'm now being billed for all this too which nobody had informed me when I made the first call last Thursday. Everytime I track my order one day it's released next day it's held at customs again. I called more than 5 times to *** gave in my contact details and when I called again today my email address was not in hand. Can someone please help me.