FedEx worst service ever

I am dissapointed with how this company runs the business, first they don't pick up the phones ,secondly I was called last week by one of their agents that lady she said I won't pay customs today I have just received the email from Mandla Armstrong he claims that I should pay FedEx R341 ok is it how they do their business ...this company is just taking people like fools ,they don't answer their phones and they are taking time to deliver our stuff my parcel is been sitting from customs in Johannersburg since 16 July and it was supposed to be delivered within 10days