Unexplained payment requested for release of gift by UPS (not SARS!!)

My sister posted a parcel (book; tracking number 1Z96VW***) from Italy to me, in South Africa. The parcel is now sitting at the UPS office in Johannesburg, no custom tax to be paid, but UPS is claiming about R124 for "paperwork". The lady dealing with me from UPS, Ms Lebohang Poohe, has been absolutely unhelpful and borderline rude. I contacted UPS Italy, where the postage was organised, and they told me that absolutely, no fee must be paid to UPS, only fees that may be imposed are custom taxes (which are zero due to the book being a gift of very low monetary value). I am still waiting for the official invoice from UPS South Africa (Lebohang sent an empty form by email, and then muttered about sending a final invoice "soon"), so that I can send it to the Italian UPS, where I have been assured that no payment must be made in favour of UPS. Not sure if UPS South Africa is the rotten apple, or the whole company...I hope this review will grab their attention, at least.