Sent from pillar to post!

On Sunday the 5th of November I received an sms stating that I should send Shannon Durman my ID number as well as proof of payment so that my parcel will proceed for customs clearance. I sent that information on Monday morning. I did not receive any response. I then opted to call the call centre the next day. I was told no documentation had been received, I should forward it to Cherzal Sabramoney and copy Shannon. I think I must’ve got Cherzal’s name or surname wrong because the email bounced however Shannon was copied. Wednesday I call again, I am now told that if I did send the documentation then I should wait up to 48 hours for clearance. Today, Thursday the 09th, I call again abs this time Veni Moodley says I should forward them the required information because they still haven’t received anything. I forward them and still copy Shannon Durnam. In all this, I haven’t received any Correspondence as to whether they’ve received required information yet or if there’s any outstanding documentation that they require. This has become really frustrating because every person I speak to says I just forward information to them but I’m not getting any response. Can I not get to deal with one person directly rather? And get a way forward regarding my parcel because I don’t know what’s the hold up now.