Disappointing service

I am so disappointed in the service from DHL. I ordered a package from Dubai (eyeshadow palette and lipstick - 2 items) for $92 which totaled to about R1359. I received comms from DHL that my taxes are nearly double that amount and I must make payment. I thought this could be rectified quite easily so I called them to have it sorted out. A man emailed me asking me for a letter of authority for a refund on the taxes as its requested by Sars. This must be on my company letterhead. When I queried why my company must be involved in my personal purchases when they made the mistake by charging these exorbitant taxes. No response. When I asked for feedback he said that he already responded on 5 November to which I said that I sent him and email on the 6th of November. Again, I queried the same things. Two days have passed. My stuff was due for delivery on the 4th. I asked simple questions and received no answers for them. Even till now it's been two days and Joe still has not gotten back to me. I spent a lot of money on those products but I actually feel like they must be returned and DHL can pay the shipping for them.