TERRIBLE SERVICE

It's now been 14 days since I paid my VAT and Customs Fee and no-one can assist me with whether they've allocated the fee to my order in order for them to deliver my package. They keep saying that it will be resolved but at the same time they keep sending messages that I have to pay the VAT and Customs. They refuse to allow you to speak to a senior, who can give you a response. I don't understand how it takes 14 days for the Finance Department to allocate a payment