PARCEL NOT DELIVERED

I have been waiting for my Shein parcel since the 19th - 21st of July. I paid my customs on the 06th of July. Everytime I call Buffalo the consultants either tell me that my parcel is held due to unpaid customs. I have sent them the proof of payment a number of times. Some consultants even tell me that the parcel is waiting to be dispatched or is already assigned to a courier company and I should wait for a number of days for the parcel to be delivered. I have been waiting but finding now joy. I was in advised that the matter is escalated to management but that very management has not even said anything to me. I want my parcel or my full customs refund.