Blatant incompetence - withholding shipment with no reason

My shipment (***) has been held with TNT Express South Africa for three weeks now since arriving in SA. I had paid the taxes before the actual shipment arrived in SA, proof of payment was sent to Olean Matsiari. Additional documents was apparently needed by customs, this was requested by Khosi Mpiti and all supporting documents was sent to Khosi, Pilirani Kazembe, Kgontsi Senosi, Mariza Diedericks on 26 Oct. Since then, there was no communication from any of the above mentioned TNT personnel, everytime I called the call centre, I was sent pillar to post with Khosi nowhere to be found either was on indefinite leave or no longer worked on TNT! On 5th Nov I was asked to pay the taxes again, I had sent the proof of payment AGAIN to all of the above. on 13 Nov Khosi had called me and had the audacity to ask why am I taking so long to pay for the taxes because the shipment is sitting too long with TNT! He had failed to respond to any of the e-mail and has the nerve to ask me this! He had promised the goods will be sent out on Fri 13 Nov. Nothing has arrived! I demand all charges to be refunded due this incompetence and my shipment be delivered immediately!