Why can't they just call me to go pick up my shipment wherever?

I am very disappointed with DHL services. They took long to clear my shipment, now it is going from point A to B to C. Why can't they just call me like they did with clearance to go pick up my shipment if the address is not clear? I have contact them several times but seems like the the staff are totally disjointed. They just send SMS to say this or that. I hope my shipment is not returned after paying clearance fee and all the hassles of waiting forever. Please is there anyone reliable who can help me get my shipment at DHL ????? I have always trusted them all along but this has disappointment me a lot