Refusal to release parcel (Vat has been paid)

They are refusing to release a parcel because they claim I have not paid VAT/ Duty.

Payment was made on THEIR paying platform for VAT/Duty. They are rejecting proof of payments sent to them. My bank has confirmed they have received the payment and date they banked the payment.

The amount is very unique and on a specific date so how they cannot pick up the payment is so frustrating.

Their customer care line cuts off before you can speak to an agent.

Their whatapp contact hardly gets any response and if they do, its of no use.

Emails get answer but only to say its been escalated.

I actually had a parcel released and delivered which was paid for on the SAME DAY, yet they can't see both payments despite sending through my bank statement showing BOTH payments.