DHL South Africa - Utterly USELESS

An urgent parcel was hipped to PORTUGAL with the full knowledge that it was an express package. Portuguese Customs requested a phytosanitary report but was not needed. We communicated such to DHL South Africa via our shippers. After 43 email pleas we are still nowhere. The DHL agent is refusing her details and suggests we contact the call centre. Needless to say I am being passed from one department to the next. 20 minutes and counting. In addition to this DHL received documentation prior to the consignment landing therefore giving ample time to prepare the release of the goods. 7 days and no solution?????