Fedex nonsense service or none at all

Totally unprofessional and useless. Its been 3 weeks trying to clear a shipment and the agent doesn't even provide information nor does she pick up calls. She said she was having issues with clearing and we requested our customs reference number so we can handover to another agent and now she is refusing to give this information. What a shame to have such people in the customer service sector. I am totally disgusted and wouldn't advise anyone to use them at all!!!!! Contacted the call centre trying to escalate and get my shipment information and was told only this agent can handover my file to the new agent so I am still stuck with her and Fedex