Poor Communication and Lack of Urgency from DHL

Received payment request for imported parcel. Followed the DHL link to make payment and proceeded to SID portal from the link provided. Authenticated the transaction and continued to receive a payment requests thereafter. Parcel arrived on 20 April in SA and I have contacted DHL and sent numerous emails almost daily to no avail. On SID portal, customer does not input payment information (not the amount, the account number, not the recipient) yet customer service personnel fail to understand this that I did not input the details if incorrect. Contact Centre Supervisor at Customs Affairs says the payment details are not theirs. No response from them after I requested that the matter be investigated. If this is a *****ulent case using their link, then no level of seriousness is afforded such matters based on their silence an absolution of responsibility. I contacted PayGate and they are unable to assist me because I am not their customer, but DHL is. DHL refuses to contact PayGate/DPO/PayFast on the matter, no appetite to pursue this and ensure their services operate the way that they should. We have used DHL for our business for 6 years and this is utterly disappointing. Strongly considering a different import partner after this experience.