Customs processes

My shipment was meant to be delivered to me last Friday (2017/09/08). It's now the following Friday (2017/09/15) and I have no idea when it's going to be delivered.

I have been told that the item was rejected by customs but then it only got re-submitted days later. There appeared to be issues with my invoice payment because I paid via EFT and nobody told me this. I kept sending my POP through (sent 3 times). If this was a delay, someone could have said that the funds must clear and then I would know that caused 4 days delay. The tracking site seems to be re-iterating the same information which leaves one very confused.

I tried to log a complaint and their complaint submission form fails to work on the website. I was kind enough to let them know their systems weren't working with screenshots, but nobody acknowledged. I got an email response asking for my waybill number. I've tried speaking to their escalations department who wasn't answering.

What does seem evident is that when you call, suddenly something happens. Why must I keep instigating activity...

In all honesty I actually don't know what the issue is and what's really going on or when my parcel will be delivered.