Not what I expected from DHL

My shipment with DHL was scheduled to be delivered on 7 February and I received various documents via e-mail, including a ZAN Notification indicating an amount that was due, but when I clicked on the online payment portal nothing happened. I phoned DHL (on 5 February) and the representative explained that the information was sent to me in error and that it has to be captured correctly. It seems as if the finalisation of my shipment has completely stalled. I never heard from DHL again. All I want at this stage is a (correct) payment request so that I can pay the necessary duties, et cetera and so that the shipment can be delivered to me. It, however, seems as if my case completely disappeared from the grid. I did not want to phone again, only to be informed that my case has been sent to an admin section for the information to be captured.