Parcels at customs but no response or replies

So I ordered 2 items in may from overseas just for it to be held by customs, cool no problem with them doing they job, but no one even tells you that the items are laying there from the 12 of June already and nothing is being done, so I finally just decided to contact the customer service, just for them to tell me to please send suppliers invoice to customs, whats so weird is i ordered the exact same items before and there was no problem at all, the same person assisted me and just said when i enquired that the items are being released so have no idea what changed this time, anyway if I never contacted them it would of just been left alone, I sent the requested documents and still nothing no response or reply, has our post office come down to such ****py service, is It so hard for them to notify people if they need something, I honestly think that we suppose to be moving forward and not backwards, it's like no one cares about actually working and going the extra mile for clients.