Poor service

A package of mine worth $36 has been held by customs. This I only learnt after I called because if I track it now it's still saying shipment estimated delivery 14th March 2016. I called and after my call was forwarded to 4 different people I spoke to lebogang who asked me to email her my invoice. I did that immediately and have received no feedback from her. And this is hours later. Iv since called back was on hold for 5 mins I called again and was forwarded to her number for minutes on end. On my 3rd call I was told she is not at her desk and I asked to speak to anybody else at which point it rang unanswered till I gave up. is this how they operate???