Inefficient, ***********, ***ist and rude

I ordered a package over 3 weeks ago now which was meant to be delivered within 3-4days. There was a customs query which was not communicated to me but rather showed up when I tracked the parcel and had to call in myself. DHL asked for me to provide additional documentation (proof of payment, packaging lists and an invoice) I sent these through and was told to wait 5-7 business days for a response. Way too long in my opinion but I was patient. After this I was given no updates and had to call in myself for feedback. I was then told to forward the order confirmation online stores send to my email by Enos Rakhoma and I would receive my parcel the next working day. I comp****. On day of delivery the parcel was not updated to be on route on the tracking website so I called yet again to speak with Enos. Enos was unavailable from morning until after 1pm when I asked to speak to his supervisor but instead was made to speak with Dudu Mbatha. I expressed to her the outrageous lateness of the parcel and she advised I could fetch it myself rather than wait for delivery which was now scheduled for the next day. I went to the pick up depot and was greeted by the rudest security guard who offered no help, I was directed to reception by one of the DHL drivers(an early sign of things to come looking back). We entered the reception and spoke to Bongani Dhladhla who informed us there was a fee payable. To which we contested since 1. why had we not been informed of this prior? Especially when we confirmed with Dudu that the parcel had arrived at the depot and we could pick it up 2. We were sent a redirection form to fill and further documents to supply and nobody thought to mention this new fee and 3. most importantly what kind of duty is higher the the value of the goods???? At this point I was dismissed by Bongani and told not to speak since I was a woman. Interestingly this is when his incompetence began to show. He argued that "that's how SARS works" I mean he must have thought this was our first ever shipment surely because from experience I know customs clearance is never issued without duties paid of which their own system was saying the package had been cleared. We then asked to speak to his supervisor. He called his supervisor on loud speaker who then proceeded to say he was too busy and can Bongani not ask us if we can go away. Im assuming he thought we did not understand the language. Any way some minutes later a disinterested supervisor came through. His response was "the system says". And I said to him every document requested has been sent through further if you would like copies we can send them to you now. Moreover that same system you talk of is telling me my shipment is here ready for me to pick it up how is this even possible if I owe this said fee. Lastly how on earth did Dudu twice confirm I could pick it up if there is money missing? None of these questions were answered or even investigated. Now it is yet another day. We called Dudu to relay the events of the previous day, who then passed the buck to Enos who first claimed we should have called him to which we responded that we had on several occasions as well as sent e-mails requesting that he call back. He proceeded to convey that there is a miscommunication on their side which he did not apologise for but rather went off about how he can't just change it with the tap of a finger and he needs time. 3 weeks late no end in sight. ***********, rude, ***ist, inefficient.....the list goes on and on. A horrible horrible experience.