Very bad customer service! Wrong customs + parcel on hold until today

A month of stress now and no hope to recover a parcel that is held since because of customs error resulting from wrong information given by a DHL agent. The parcel contains a broken personal phone that eneed to be returned to a customer care service and repaired free of charges (warranty still valid). The agent required the original purchased phone and added it as documentation for customs need without telling the sender in advance that the customs will be calculated then based on that original purchased price. Now I need to pay R11000 of customs to recover a phone that is going to be repaired for free while.Make no sense. Now it's a lot of personnal information that we're going to loose.

No one is being helpful. No one is directing in the right path to find a solution. I'm just being told that the phone is going to be destroyed by the government then end of discussion.

Such a very very bad experience