Pathetic Service

This is the most pathetic customer service ever. I've been on hold for almost 2hrs to speak to someone there. My wife has a parcel coming from the US. We paid customes etc as soon as we recieved it. Now they sent us a form to apply for an importers code. This is because according to them there's second hand or refurbished stuff in the parcel. There is nothing of the sort, as brokers they supposed to sort all that out.