You dropped your service levels

We import training material from time to time. I again imported the material and it arrived at the beginning of October 2020. Customs now wanted additional documents and information. Every time I just get a one liner from the agent with terminology that I do not understand. I tried several times to phone but her number or the switchboard was never answered. On Friday 23 October I spoke to her Supervisor explaining my unhappiness with the service i received. I promised to put all together as send it to him, which I did on Monday 26 October. Spoke to the Supervisor yesterday to confirm that he received the mail. He confirmed that he got the mail with the documents. Yesterday he said he tasked somebody to work on it. I followed up with him today and then his answer was that my mail was not very clear on what I expected from them. This is NOT the service I am used to by Fedex!!!!