Appaling service!

I am appalled by the service received from DHL. My package has been sitting at customs for over two weeks now. In this time, I have dealt with multiple people who all tell me different things. 3 people have undertaken to forward me the relevant incoice within 10 minutes, and each time a whole day has gone by wih no invoice received. I escalated the issue to the complaints division, and still nothing. No feedback is given. Finally today, when I called i was told no payment should be required on the package since it is being returned to me after the intended recipient failed to clear it in China. Which means if this is true, all the other people i dealt with dont know what they are doing and my package has been sitting there for over two weeks for nothing! One person should have been assigned to my case instead of me having to deal with mltiple people! And also, it should not be taking so long for me to receive my urgent package. I will certainly not be using DHL's services again. My phone bill this month will be mostly attributable to DHL and I dont even have anything to show for it.