Disjointed, slow and poor customer service from FedEx Express

We all appreciate the fact that Covid-19 is causing delays in shipment, but my complaint is just general poor service: a pack was sent to me from Italy on 22/12/2020. I received an sms on 26/12/2020 to contact a certain person at FedEx via email regarding import duties for the packed. Which I did. But the the email came pack saying that person was not in office - on leave, I guess, which is fine, except the sms system doesn't know about the leave. The alternate email adress sent to be by the person's out of office note did not work at all - bounced back as no such address. So I tried over next week to resend the emails and left messages on FedEx's customer support page, but no responses. I tried the 'chat to us' service, which was abysmal and resolved nothing. I then phone their customer care line, and for them to send me the invoice for the import duties - which was done promptly. Except, the email says to send proof of payment to FedEx but fail to say to whom or what address to use. So I sent to as a reply to the email I received and also to the person I was asked to contact originally (the latter bounced back again). So then today (15/01/2020) with the package already about 10 days late, I get a notice that the delivery has been delayed because they are "unable to collect payment". So I call their customer care number and I'm told that the package was to be delivered today but was "incorrectly held back" because he can see that payment was made a week ago...so they'll schedule the delivery for Monday, another two days delay. I had other orders from overseas delivered to me by DHL and their service and import duties payment process is pretty seamless and efficient. Very poor service by FedEx Express, especially compared with DHL.