No customer service

I am a first time buyer of item from abroad... my parcel was detained as it contained tablets.. I was informed by DHL to contact SAHPRA. The contact details for "Fafundi Mokgadi" was given to me. I am utterly dissapointed in the way I was treated by this woman. She has no people s****s whatsoever and should really not be taking a job where you work with customers since she has no manners or people s****s. This lady just refused to help me. She wont reply on emails and when I phone her she talks to me like I am some kind of a low life worthless nothing. Now this is really sad to me since I am not aware of the whole process... I am sure we all get paid to do a certain job... and we should do that. I did exactly what she did and I forwarded all the info and more that she requested. Now I have to wait forever for a clearance letter just because the wrong person took the wrong job? I treat people with respect, is it wrong to expect the same in return?