Worst experience ever

I ordered a couple of products from China end of june and they arrived about three days later. I got an email from dhl express asking me to pay about R750 for customs duty and all which I did. Two days later my parcel still wasn't released, I call to find out what was going on the call center agent tells me that my parcel was stopped by CBCU and that I had to provide an importer code or pay a fine of R3500.

I didn't have a importer license and I was tired of paying hefty fines (last time I paid R8000) so I contacted the backline customs advisor who was in charge of my case and explained I would rather apply for the license and get back to her as soon as I get it. Unfortunately nobody has control over Sars so it took longer than expected. The agent contacted me a couple of times and I told her the same thing ... I'm still waiting.

Fast forward to August when Sars finally sent a case number, I immediately contacted dhl because it was brought to my attention that a case number was sufficient to move forward with the case. A week later still no response from dhl. I called every single day for 3 weeks the same scenario repeated itself " she's currently busy" "she's not at her desk" "I will send an email and she will get back to you asap" "she's not taking calls today she's here to push her work". I sent emails asking hee ti get back to me but nothing was done.

I called one last time and refused to hang up unless I was helped, another agent kindly assisted. All I wanted was the updated invoice to make my payment. The agent I spoke to helped me get the invoice immediately. A week later I made the payment. I'm hoping to get my parcel but nothing. Three days later I call and I get told that there's another invoice as my parcel was sent to the government'swarehouse. My question is why wasn't I sent both invoices at the same time? I then ask for the next invoice but she says she needs to contact the government'swarehouse people and then she will let me know. Two weeks later I still haven't recieved the invoice while I was told it takes 2-3 days.

I keep calling but I keep hearing the same thing over and over again, "she's busy with it she will send it just now" " let me put you through" " she's not picking up". Is this how you treat your customers? Do we really have to beg to get help? How many times am I going to call? Isnt there a supervisor to keep people accountable? This is unacceptable, I'm sick and tired of chasing after her, all I want is the invoice, make a payment that's it. How do you except people to trust you with their businesses when you have agents that work at their own pace and convenience?

I'm more than disappointed with dhl, this is the worst experience I have ever had and I use to brag about how fast and reliable your services are but now I don't want anything to do with this company.