UPS a costly courier service with no customer complaints department

I just had an experience dealing with UPS courier services for the first time and find it very difficult to talk to someone re an unhappy issue....courier cost very expensive even though I did not make use of their services but the business I ordered from. There is no complaints section or some senior person who one can communicate with to address your problem. I have ordered an envelope size package $20 from Artesania Latina and they charged me $30 for shipping costs. When it landed in S.A. UPS are charging me another $20 for handling and import duties. I have paid $50 for an order value of $20 and the parcel an envelope size. The handling fees, admin and disbur*****t is more than the import duties and when I said I will go and collect it myself and pay the import duties they said the parcel is with them and I need to pay them all these costs. Now I cannot discuss this with anybody that is of Management position.