Bad service and charged vat 100% of my package

I ordered hair online then it was stopped at customs they said the seller has put an incorrect amount of value for the package yes it has to be penalized but I just do not understand how can vat be 100% of the value I bought the hair with so this company is crucks and I called there customer service the whole of last week there service is extremely bad as tey are always offline or every consultant tells u a different story no one really tells you wat is going on with your package worst service ever I requested them to provide me with an email or phone number of where I can complain they tell me they are not allowed to give customs details so am still puzzled on how they calculate vat