Poor Service

I am actually disgusted by atrocious service offered by DHL after paying so much to get faster courier and obviously better service. I have a parcel from China that was shipped via DHL. The parcel has been pending customs clearance since the 8th of Dec (10 days ago). I only got an invoice for customs on the 14th which I settled immediately and sent the Proof of Payment to *** as instructed but until today there hasn't been an update on the status of the parcel. When I called this morning to check Phumzile (the consultant I have been dealing with) told me the payment has not reflected on the system so I must send her the POP via email directly to her, I did that immediately after the call but until now she hasn't gotten back to me as usual so I am not sure how much following up I need to keep doing to get the right service from DHL. I just called few minutes ago to check AGAIN and I was told that the payment is now reflecting but they are waiting on Phumzile to confirm the release of the parcel. I asked for ETA and the consultant told me they cant confirm delivery time yet. I am utterly annoyed at this point because if I didnt need the parcel asap I woudn't have used what is meant to be the "fastest" courier.