Shipment on hold bad service

Orded a phone online and was shipped on the 30th November DHL wanted a ID number proof of payment with a bank stamp and invoice which I sent and now evertime I do a follow up on the order they just say they shipment is on hold with no information as to why cause they have all the information they need to deliver it's been 9 days and urll have a policy of that states if it is not cleared the product gets sent to a state warehouse and there is a penalty that needs to be paid with a storage fee for everyday the shipment is there and you always speak to different people with no real help I know customer service and there is only that much one person can do but if the correct channels are followed this can be resolved can I please get the device delivered everything was already paid for all that is needed now is for the delivery of this device. What is so hard about doing that.