Lack Of Service!

I had a high volume parcel enter SA on the 25th of July since then I have been struggling to get feedback from them and my invoice so that I can get my parcel. I want to pay the customs and duties as soon as possible so that I can get the parcel but the service is very bad. I have to threaten her before I receive any feedback. I had another high volume parcel enter on the same date from another courier(Sharp Logistics) company and the dress was delivered on the 31st of July.