very poor service!

My parcel was stuck in customs and I only found out that I had to pay extra after I had called to query a week later, since then its been almost 4 weeks and the response is slow and poor, I have to continuously prompt for feedback or I get none, when I was asked to make a payment it was done immediately I then receive a mail 2 days later that it will be processed. its been a week now since I have done payment for release of my goods and no feedback.

its really disappointing when you pay for a premium service and receive such pathetic service... 7 day shipping turns into over a month!