Bad service

UPS has a package of mine from the USA. This package contains cables for my home network and speaker cables for audio that I use for audio and Zoom, Skyp and FaceTime video meetings. I have paid VAT and import duties of over R2000. I thought for home systems for meeting these items can be deemed essential but UPS don’t think so. So I have asked them to refund my VAT and duties and return the package to the sender so I can get a refund. UPS have simply ignored my emails and provided no response whatsoever. This is shocking service or just plain incompetence. I’ll ensure I use another courier service in future. This entire experience has been hugely frustrating. As an individual there is no facility anywhere for me to get an essential certificate - I’m an individual not a company.