Continued poor customer service from FEDEX

This is my second review about FedEx, I'm now really heartbroken and upset with how the company works. It's December and still sitting with kids that are not happy. Quick background the items they were supposed to deliver were allegedly hijacked and a case was open and up until my first review of them in this platform they kept quite about how I was supposed to attend to the matter regarding claims but eventually forms were sent and I sent it back to their claims department. And now yesterday after enquiring how all is gonna work they sent me an email that says I must claim the terrifs fees from SARS???????The money was paid to them I believe they are the ones that are supposed to be doing that in order to pay me as the money was paid directly to them after they called me none stop for the fees. FedEx must pay me my terrifs fees.