NO RESPONSE FOR 2 WEEKS ON URGENT MATTER

I imported a gown with DHL,agent helping me was Cannie Mohapeloa and his service great. He kept me in the loop when customs stopped my parcel. Ultimately customs gave me a penalty of R500 - the reason is one long paragraph referring to acts and rule but it doesn't explain exactly what its for additionally I had to make a provisional payment of R2500 pending a stamped DA185 form to be submitted. I have been importing for 2 years with an importers code and stamped DA185 form. I sent this through to the clearing agent but I still had to pay the R3000. He told me I can then apply for a refund. When I contacted him for the refund he said I should submit the DA185 form which I resent to him. He subsequently didnt know how to proceed and tried for two weeks to find out what the problem is from his senior Frederick Lakie who hasnt responded yet. I have 30 days to submit my documents and almost 3 weeks has gone by and I still dont know what the problem is. I HAVE An IMPORTERS CODE AND DA185 FORM. I tried to phone customs directly but they say I should work through to my DHL agent. I will be lodging a claim of R3000 against DHL because I am going to loose the money because of lack of service