DHL Express - poor form

I am writing this on behalf of the service - or i should say lack of from DHL Express. My client oredered parts from overseas, they arrived, their online portal was down. We managed to speak to an agent who said what the amount was and that it would be delivered the following day. We paid, got in touch in regards delivery only to be told that it had been sent back to origin...... This was already actioned before we paid..... The goods were sent then sent back to SA where we got a waybill with a totally different amount... We queried this, it has been to and frowing and I then passed it all on to my client. He has now asked me to get back in touch with DHL Express to find oyut what is happening as he is gettiing no response from them. I have been emailing and filling the forms on the website, with no response. I have called and been on hold. I cannot stay on hold all the time as I run a business. Surely they can answer emails and submission forms? Otherwise what is the point of having them......The below is the email that I have sent and sent along with the consignment number.

Good day

The below email was sent 2 days ago. I have also gone through the email forms on the website, I have tried calling and get put on hold. This is pathetic service. What is the point of having website forms and email addresses if you do not intend to use or reply to them........ Can I get some feed bac****

Good day

I am looking for the above parcel. The last he was told that it was in a query. The client has yet to recieve any information and is struggling to find any information on this.

Please assist.

Thanks

***