no communication and lack of service

I have been trying to get customs documents and a customs VAT invoice from FedEx for almost 3 weeks now and I am still waiting. At first I struggled to get replies from Fedex regarding the shipments whereabouts. After reverting to Hello Peter I received some service and the parcel was delivered. Now I have to revert to Hello peter again. I have been in contact with Lunga Khoza who helped me after my first Hello peter stint but she is now ignoring my emails as well. I have sent several emails over the last two weeks with no response. How long doe3s it take FedEx to generate an invoice for a customer? Why is this taking so long as previous invoices were sent almost instantly. I have to submit the customs documents and customs VAT invoice to my bank as proof that the goods came into the country and that I have paid my VAT on this. COULD SOPMEONE PLEASE ASSIST!!!!!!!!!!!!