No feedback from DHL resulting in penalty for me?

I am given a penalty of R2500 for late clearance while DHL was pathetic with communication and feedback extending my clearance process. When I was asked to make a payment I did it within a day. If I was asked for documentation I sent it within a day. Then I wait up to 7 days at a time for feedback after following up and sometimes after 3 follow up mails being ignored I phone and then wait again for a few days. Now I am responsible for late clearance? My package is only worth R1100. How can I be held responsible for a penalty of R2500 if DHL did not deliver ANY service. I have been importing things since 2011 and NEVER in my life have I received such poor service. I sent a mail with all the correspondence to proof I am not at fault. They don't care. I will never use DHL again or recommend them.