6 weeks and no feedback on a request

I contacted TNT on 2 March to determine the requirements from TNT and Customs to import a product from china that contain 9.6% lidocaine. Followed up on 3 March. I received an email from special services that was irrelevant to my question. Clearly nobody read my whole email. I rep**** with the same info and same question. the email was just passed by Natasha and asked me to respond. on 7 march i emailed the regional Manager Mark Pretorius with my dissatisfaction. he phoned and emailed me and apologized and said he will attend to it. on 8/3 I mailed him again to say nothing received. He responded by saying they are waiting on a quote from special services, no mention about my request of what additional documentations would be required. On 10/3 I emailed Mark again to say no feedback on what is required. I received no response. on 17/3 I paid my supplier 52000 as I assume because of no feedback that there are no requirements. I submitted the collection request to receiverspasjhb. 10 minutes later I received an email to say a MSDS certificate from my supplier is required. THIS IS WHAT I NEEDED TO KNOW FROM MY INITIAL REQUEST. My supplier dont have this in place,now the problem is mine