An unhappy customer

I paid the custome tax for my Shein order. I received an sms with a different amount than the actual amount I had to pay. I called in to check whether payment was received or not and to also request a refund since I paid more. The consultants were telling me different things on how to go about the matter and did not seem bothered at all. I sent WhatsApp messages and emails which they don't respond to and it is so annoying. I'm just not happy with the service