Fedex does not communicate

I am getting very impatient with this company,

I had a package shipped to me from the US and it landed here on the 26th whereupon it was held by Customs needing confirmation of the value of goods,

Fedex did not communicate this to me - I got the message from my supplier,

So I called in Fedex and was told that Kelly-Anne Beckweitz was handling my case, I called in twice and left messages for her twice and she did not call me back

Eventually I received an email from Petunia who has been mostly helpful regarding the state of my delivery and I sent in the requested documentation,

My question is : why does Fedex not like to communicate the status of your item urgently?

My item was needed urgently and I am still waiting for some sort of confirmation as to what is going on.