R1700 for delay caused by them

i have been having the most terrible experience with DHL. i bought a hard drive from ebay and choose to courier via DHL. they sent me an email saying i must send some documents. i sent those documents to them and i did not receive any feedback. i then sent them an email asking if they received them and they told me they did and i must give them my ID number. i gave them the ID number and they got back to me saying i must pay R1700 for delay fees. i then called them to find out what they are talking about and they told me that i sent them incorrect documents and there was a delay from customs, that is why they couldnt tell me in time. i then told them why should i pay when the problem was with customs and they said Phumzile Khoza will give me a call as she is handling it and she did not call. i then sent her an email on the 3rd of Jan asking her to call me and until today, i haven't received any feedback from the. my waybill number is ********** 256