Is DHL using( Vat and import) cost to collect money *******ly from people?

I have realized it's only on hellopeter that DHL reacts. I first complained they called me and sent me a proof that money has been refunded. The proof of payment has a wrong account number. Two emails have been sent already no feedback Anyway we understand now that DHL is just a big name but the service is just zero. Could it be a ****? I do not know but I am now starting to think so. They money was for(tax and import)Should I contact them straight and complain that DHL might be using their name to collect money from people? Definitely my next step.