Incorrect billing and painful customer service.

When things go well great, but when they make mistakes trying to get them to correct it is hell and seems impossible.

I am trying to get an international delivery delivered.

I noticed on Monday that the package had arrived and cleared customs but was not being sent out. I assumed they wanted something but had failed to contact me so I attempted to phone customer service to find out what the issue was, according to my phone records I made 5 attempts. I could not conclude one successfully. Every time I went through the touch menu and then the call was dropped

On Tuesday I attempted again and found out they where sending me a VAT invoice to the wrong email address. It must have bounced multiple times but no one followed up with a phone call. I got them to resend the invoice to the correct address. I also setup the incorrect address on my mail server. Just as well because they continued to send emails to the wrong address.

Unfortunately the invoice I received was wrong, they had charged customs VAT (16.5%) on their own international shipping charge. I sent a reply highlighting this along with the original commercial invoice, just in case, and asked they correct it and send me an updated invoice so I could pay it and get the shipment delivered. I received back an email saying they had escalated it to the relevant parties, but no invoice.

Wednesday received nothing and sent a follow up email, no response

Thursday I sent another follow up email, then I attempted to phone customer support. 4 calls 3 dropped after the menu and the net result was an email saying they had escalated it.

Friday Sent an email in the morning asking them to follow and send me an updated invoice so I could pay. No response 3 attempts at customer service, again calls dropped after the menu when transferring me " to the next available operator" . Last one got through was told they would follow up and phone me. Nothing

I can't get them to actually do anything. Correctly reading the invoice and correcting the entry on the SARS system is a standard process.

Why is it such a struggle.