DHL Disaster

I am very disappointed by the service received from DHL this week. I had a parcel that needed to be delivered from South Africa to Botswana which had a deadline. I requested that should there be any delays I be contacted immediately to rectify them as this deadline could not be missed. I was only advised that there was a customs issue 6 hours after my parcel was delivered to customs. The customer service provider in the exports department then proceeded to give me an incorrect name and email address and after spending the whole day on the phone, I was finally connected to the correct person who was then on lunch and did not call or email me back after leaving numerous messages for her. The other customer service providers that I spoke to refused to put me in contact with any superviser or manager and could not confirm anything. Being a service provider myself, I understand that some things are beyond your control but the way in which this was handled is unacceptable. After realising that my deadline would be missed, I called and canceled the delivery and asked that my parcel be returned to me (NOT DELIVERED) and requested a refund. I then sent someone to deliver the parcel via flight so that the deadline could be met. Today I recieved a call to say that even after I had requested cancelation, DHL proceeded to deliver my parcel. NO email, NO calls... I will never use DHL again and I just want my money back!