Dismal record of administration and delivery

My friend Simona who has just moved to SA got her monthly presecirption shipped via DHL. It arrived and we were asked to get Department Clearance to import which we duly did (thats another dismal story for another day). The certifcation and all other documentation was submitted on the 20th into a back hole with Zaid. Simona then received an email demanding payment of an invoice NEVER received - threatening a R10 fee for the shipment having to go into government warehouse - Lenora. I called - a kind Boris assisted with sending the invoice. We were then assured that delivery would be made. More than a week later Nicole contacts Simona to ask her to get the MCC (which was submitted on the 20th). I know all our comms is reflected on the system, because Boris could see it all. Yet somehow no-one else seems to be able to detect it. Is anyone actually working at DHL? Does anyone know how to use and interrogate the system. Worse are the one line emails with acronyms that one reeceives from agents at DHL...... absolutely appalling. Unacceptable service. I am holding thumbs that a kind man called Keith will come to our rescue today. I live in hope.....