No customs email then say they can't deliver due to incorrect details

I had a smooth experience placing my order and was able to track it until it hit a payment block at Customs. However, I never received any notification or communication regarding an outstanding payment.

I have now phoned twice today to request the payment details, but I am still waiting for an email or message confirming the Customs fee. I cannot make payment without knowing the exact amount or receiving the official notification.

This delay is very frustrating, and I would appreciate it if this matter could be resolved urgently so I can complete the payment and receive my order.