Horrible service from customs

Custom service is so so bad! I’ve been waiting for my package that arrived over the weekend. Called on Monday and was asked my my email and ID number for clearance and the lady apologized (think her name was Lione) and said she will try and flag me so they speed up the process but they have a back lock. It Thursday evening now and I called. The lady her name was Jane/Janet answered and I told her I’ve been holding the line for over 20 minutes of which they said their lines are over blocked with calls, but I remembered that on Monday I called at 8h30am and i still held for 10-15mins. She just told me that customs has a back log of which I could understand beyond “Covid” but I’ve had quicker experiences within the Covid ! So.... excuses excuses ! I asked when can I expect my parcel or communication and she said honestly she doesn’t know! This is so so disheartening and honestly not great service! Especially when a friend of mine received her parcel quicker than me without the hassle.