"she will assist you further" - what a lie

My complaint is to the - Backline Customs Compliance Advisor - Lenora Coertze My shipment has been stopped by Customs - due to a low value declared invoice - submitted by the supplier - which I was unaware of. ** 6th May - Shipment reached SA, I phoned to make sure everything is fine - because of a Customs Delay message "shipment notification message" **12th May - then only received a "customs stop notification letter" from the Backline Customs Compliance Advisor **13 May - I rep**** to the mail with the needed documentation - phoned 4 times to confirm what I have sent, is sufficient? To get the shipment released. But never received feedback - and after 4 follow up mails - I received an answer **14th May - midday I received the 1st and only call from them - saying that they received the mail - but haven't looked at it every time I call to speak to the "assigned case officer Lenora Coertze" she is never available to take my call - never!! **20th May - I get a Proforma Invoice to make payment for customs and duties - but we have an account with DHL - why do a EFT? ** Once again, I phone to ask why? please may I speak to Lenora? "sorry mam, she is not available... ** Really? can anybody else help me? No, mam - the case is assigned to her, so she is the only one...

Never phones back - and don't reply to any follow up mails... and I pay penalties for each day that shipment is there... That is unacceptable and unprofessional