Poor service from UPS

My sister sent me a parcel from UK on 29 May 2020. She addressed it to me AS A GIFT, put my name on the parcel with my contact number (I have the photo as proof) and put my address on as VWSA HR Benefits. According to the tracking system, the parcel has been lying and HELD in Kempton Park since 5 June. I traced the parcel yesterday and spoke to Christo in PE. He was very helpful, but according to him my name and surname and telephone number was never captured on they system. Apparently according to the system, the parcel was for VWSA and they can't get it cleared. IT WASN'T couriered to VWSA!!! It is a gift that was addressed to me who works at VW!!! Christo said he is going to send them an email and give them my number to contact me, because apparently now I owe them money to get the parcel cleared. I have received parcels from my sister before sent with other couriers. Never have I had to pay custom fees or never has my delivery address at VW been a problem. Until now the parcel has been sent with UPS! How do I get my parcel???? When is someone planning to contact me? Is this standard UPS practice??? Because it is absolutely poor service