UPS - Hopeless

We have been trying since Thursday 4 Dec to clear a parcel from the UK. We had to urgently order some stock by airfreight due to a sea shipment being delayed. They did not complete the Customs forms correctly and after several attempts we eventually managed to get them to submit the documents to Customs. Then the parcel was stopped by Customs. But we have a TDN number for the goods that we ordered, and if they provide the TDN number to Customs the parcel will be cleared - we did give them the TDN. But it is hopeless to try and phone them. You hold on and listen to music for 40 minutes - then call on another phone just to realise that the person that kept us holding on is now on another call. It is absolutely unacceptable that an organisation of the size of UPS cannot answer their phones or provide basic customer service. You cannot speak directly to the Brokerage and have to work through the Call Centre.