Poooooor service

My parcel has been with them since the 25th of April no calls nothing yesterday when I check my emails the is an email from them saying I must add R680 from what I have paid coz I'm from a rural area why did the took that parcel and money from the sender knowing very well that its destination it a rural are they don't deliver in that area. My parcel is with them for 9 days now poor service of them all