poor customer service

I app**** for my 3rd upgrade mobile phone but im waiting as from the 01st of may when my upgrade was approved for my package to be delivered

Every time i follow up i get diffent stories

1 st i had to pay an admin fee of R149. 00 before the can deliver my package

2nt Custumer confirm there is no admin fee to be paid my package is still by the despatch department

What is so hard to despatch my package