Fedex lack of service and communication

Paid R1600 to ship a package from the UK to SA. Upon sending the package, I received *** stating the package is leaving the UK. After that, no communication at all. 2 weeks later, they send *** to my aunt(sender) stating they could not get hold of the receiver. No calls and no *** received from FedEx.

I contact them and then they tell me the package is being sent back. They will try and stop it. They managed to stop it from being returned to the Uk. They request a commercial invoice and I send it back the same day. A few days later, after I ask what is going on, they tell me the package has been returned to the Uk.

My aunt then gets told she has to pay another R1000 to ship the package back to SA again.

They tell her they will destroy the package if she doesn't pay the return fee.

How on earth does this work?

Don't call the customers, don't communicate and ********* your customers after you haven't delivered for a service that has already been paid for.

Absolutely disgusting lack of service from FedEx.