Lack of service delivery

I have an international parcel awaiting clearance at SA customs. The DHL representative dealing with my parcel is Luyanda Ngwenya and Teboho Molefe. <br> <br> Neither of them contacted me to inform me that the parcel had been stopped for inspection. I had to phone them to follow up on the parcel even though my contact details are clearly on the commercial invoice.<br> <br> I was told that I needed to supply documentation to them and they would forward this to customs. I did this within 20 minutes of receiving the request. I was not informed about the progress or even if they had received my details. <br> Again, I had to phone to follow up, only to be told that Luyanda was not at work that day, so nothing had been submitted to customs! <br> I submitted the information a second time this time to Teboho Molefe. I received a generic email stating it would take customs 3 to 5 working days to process the information. 6 days later and my email requesting information is answered with the same generic reply that it takes 3 to 5 working days. Where is the service from DHL? or is it easier just to send generic replies to customers queries. Shocking service!!