Parcel stuck. No refund being made

I’ve recently received a request for me to pay customs/taxes. I have tried multiple times to make the payment however the last digit is incorrect and this is happening automatically on my app. I’ve made it clear on the email that this was an error and I stated the correct reference number. I’ve made the payment 3 times!! 3 times and they still haven’t released my parcel or refunded me the amounts since they won’t accept that one digit in incorrect. In order to get my parcel I must now make the payment for the 4th time and still not get my money back for the previous 3??