bad service

i am very disappointed with call Centre service . i had a shipment of 3 box from turkey which i was invoiced for the contents of the boxes by ups south africa. however before shipment left turkey 2 boxes was send back to the shipper in the original country . so than i asked the call centre to refund me for the original amount and i sent them another invoice for the box that was enroute to south africa so i can pay the duties for that box . however instead of doing that they send that box back to original country in the process incurring me lots of costs. how something simple like this is not solved please explain !!!all they had to do refund me process the other invoice for the box that arrived . instead they sent the box back why !?? my shipment id is V3988XGLR3K