Nonsense service

Place orders withe end of Jan got an email to pay for customs did that on the 3rd of Feb through capitec bank,I called few days later cos I kept getting calls to pay for customs,finally got someone to pick my calls after waiting in line for over 20mins. And ran me through the right channels of payment saying it must be in pdf and I did exactly that and she assured me that the matter will be escalated to accounts department,20 feb I called again the account don't have proof of payment I'm so ****ed and the was just Ryde and she hung up