Keep getting different information!

My fitness device broke after 10 months. I wrote to the supplier and they agreed to send me a new one at NO charge. It arrived in South Africa and, according to the DHL website, was due to be delivered yesterday afternoon (23 November 2015). When I hadn't heard anything by 15h00, I called DHL. I was then told I would have to pay customs of R530 odd! I was astounded since I hadn't paid for the item and shouldn't therefore have to pay anything. I called DHL again and spoke to very friendly lady by the name of Raven Lee who said she would get back to me. I didn't hear back from her. I called again a few minutes ago and spoke to someone called Beverley. Beverley was not very helpful and was, in fact, a bit short with me- she said I have to pay VAT - I asked why and what amount. She put me on hold & then came back to me. The call was a bit ****led and I could hardly hear what she said, but she told me I have to wait for customs - so I have NO IDEA what is going on!!! <br> I am VERY frustrated. I am anxious to get this item, and I should NOT have to pay customs or VAT on it since I never paid for it - it is a replacement! Could someone please get back to me!