Ineptitude and incompetence

An international Express shipment simply doesn't arrive and no comms from DHL. I then track online and find it's being help for duties. I chat online with support person who can't explain why nobody bothered to let me know and says I should contact Customs / SARS and make the payment first ! I read their website contents back to them (which says they pay and then I reimburse). They then transfer me to someone who can sort the duties. Turns out this person is working from home and her computer can't access my details. Trust me she says, they will send me an email with all the details for the payment. But she can't tell me which email address they will send it to as her computer can't access my details. Yes right