My order is detained

I have paid my tax on the 11.08.2023 and received a message that they've received it. And then on the 12 i received an email saying that my products have been detained need send the documents and i did on the 13th and i received another email to say i must send my documents again and i did the following day.And i even called their call centre to confirm if they've received my documents the lady told me they cannot check, i should wait for the to release my products within 2 weeks.I even sent a follow up email to the email they gave me with no response. After a week which was yesterday the 22.08.2023 i got a message saying need to send my documents, this is now the 3rd time i send my documents with to response or sms from buffalo and i called their call centre again and was told the same store that they can not check.I am now supposed to guess that they've received my documents or not. They will send another sms after a week to say send your documents.This is ridiculous. Their service is very bad indeed, very very bad.