DHL starting to lose its quality of service

I have been using DHL for two year, monthly. And currently im so disappointed with the level of service i have received recently. One of my parcels is stuck at customs and i spoke with this lady Patience at DHL. We have been going back and forth as customs requested invoices, payments and statements. I mailed everything through, and in the end i had to pay R2799 for customs fees as they charged me vat ect en penalty’s as well as a handling fee of R800 (that i dont understand) and the lady could also not clarify that to me why dhl is charging me a R800 handling fee when they already charged me for shipping. Why am i being penalized for the supplies fault any ways. My parcel tracking number *** has literally been with you for almost a month now and i still have not gotten it and the time frames provided by your agents via email is incorrect. This is so frustrating that you would treat a paying client like this