All promises no action

We sent samples for a trade fair to Nuremberg and on Friday we were informed that the goods are in German customs but won't be released until we pay the duties. I had 10 phone calls to TNT yesterday to ask for the invoice and banking details so that we could pay and get our goods released for the trade fair setup on Monday. I spoke to Lebogang who said that she had the invoice but just needed to get the banking details and promised that they would email me but nothing came through. Eventually at 16h35 I got hold of yet another person who said that the only way it could be released was by the German office and he promised to send me their contact details. Needless to say, nothing arrived. Surely this is their core business - how can they not know what to do? We need our samples delivered to our hotel on Monday!