Disappointing Customer Service for an International Company

Dealing with DHL has been the most disappointing experience. My shipment arrived in the country on 17 November, they asked me to pay customs duties which I did on 20 November. It is now 04 December and they still do not know where my shipment is.

They have been supposedly 'investigating' for a week now with no results. I just want them to refund me so that I can use a more competent company for my shipment, but they say that they cannot refund me until the investigation is concluded. How much longer is this so called investigation going to take? If you haven't found it in a week, you're not going to find it.

When you make a complaint, their Customer Care Exec Mulondi usually responds. He is a nice enough guy, but he promises you call backs which you never get. He promised me daily updates, but the only time I get an update is when I call him.

I understand that they have processes to follow, but if a shipment hasn't been found in a week, then surely the inconvenienced customer should be refunded.