Unaccpetable service from DHL Express

I am totally let down with the service of DHL Express. I always thought the service was great door to door but now its a disaster. My friend in the UK send me a package as a gift for my birthday for which DHL customs first told me last week that the Commercial invoice was missing from the package and I should contact my friend to clear this up on her side which I did. Now DHL was dragging its feet witha so-called investigation, my friend keeps getting the run around, then on Monday 11.03.2019 I get an SMS stating the following, “payment of import/duty Tax is required for DHL Express (parcel Number) etc….” Why on earth should I pay a import tax for a package that is a gift, and my friend still has no answer from the DHL offices in the UK either since they wanted to investigate the matter. I think DHL Customs are trying to rob me of my hard earned money for something that is a gift, this is unacceptable since there is even a birthday card in the package and my B-day happens to me next week. What makes me think I will never again use DHL again I think I’ll switch to UPS. If someone from DHL wants to contact me to solve this issue please do so only between 13h00 – 14h00 weekdays.