Worse service ever

This is the worst shipping express ever , I used it for the first time I am in China and I shipped goods to my friends in South Africa they first told us that the goods are held at customs cause they wanted to check what was inside and we needed to send documents such as proof of purchase, commercial invoice and motivational letter if not sent within 7days we would be find R1500 we sent all documents Monday and on the website it still says waiting for documents when they confirmed they received on the phone. They then said it will take a further 5days for them to process which makes no sense at all because they have all the documents what's the hold up? To me it seems they want the parcel to be at customs for 7days so that they can get us to pay this R1500