Terrible service

My mom sent a parcel from the UK for her great grand daughter... And not wanting to take a chance with the post decided to send it via courier. When this parcel arrived, I received a phone call on 24/5 stating that I would need to pay R1900 customs duty. As the parcel was only worth approx £20 I questioned this. Was advised that I would be contacted the next day.... Of course that never happened. My mom then queried it & was told that it was with customs & they would advise of any responses from them. For 3 weeks my mom sent emails, always with the same response. Then she received an email from Shalan Lazio to state that it had been 'abandoned' at customs & we wouldn't be getting it!!! This is disgusting service & would like to receive the said parcel. FedEx had been advised that I was prepared to pay the customs duty but I was not contacted. I would like to know exactly where my parcel is now. SHOCKING SERVICE!!