Shipment held back

we were supposed to receive the package on the 03rd nov , by 2nov it was already in johannesburg for clearance, FedEx didn't even bother to call and say its there what is needed from us, instead we made that call and were told to submit id no, and email address. I followed up on that for days and i was told it will take 48hrs to attend to that? seriously??? 48 hours passed, we made contact again to the callcentre, and after that we receive an email from Shannon Durman asking for id number again, and proof of payment, these were sent the same day, when following up a day later, Shannon didn't update the system so we had to wait yet another day , the next day we call Shannon is not at her desk and she still didn't update the system. we still haven't received our package, and seemingly its not urgent to FedEx as it is to us. If you don't want business am sure you can simply tell clients to go to other courier services, am sure there is a lot of competition out there, instead of wasting our time. we want our shipment, or better yet take it back to the sender, and let them ship it through a different service provider, seeing that you have a lot on your plate.