Poor service from ITAC stuff holding our items without a valid reason

My mom is elderly woman and she purchased medical scrubs for work purposes and she is a dental nurse. She was called by FedEx on the 24/11/2022 and was advised to contact ITAC. She did as advised and was assisted by Anastasia Tsoku who sent her a form to fill in without advising her what she will require to fill in as some on the things which were required however they were not stated on the form and she took days advise us merely because we would could asking what is the delay. Her response would be to ask us for the reason the clothes were purchased of which we advised her or ask us to send the very same form asking for us to fill it in and submit supporting documents of which we already did that on the 25th already. We would follow up via email and calls and still nothing has been processed. We last sent her documents including the same form with the correct details as she requested on the 02/12/2022 and do date we have not received feedback. As we speak we are told there is a penalty fee of R6000 of which we do not understand why we should be penalized whereas she is the one delaying on her end. We are so disappointed of the poor service we have been receiving and even now we do not know wherether we will ever receive the items, it is so frustrating really.