UPS is not a great parcel sending service - delays on express option

We needed to send original documents from the United Kingdom down to South Africa and we selected the express option to speed the process up as this is needed urgently. The service we are still currently receiving is shocking! Not only did no one inform us the document were stuck at customs but when we found it and paid the fee, no one is assisting us in giving any feedback. I am still waiting for the documents since last week Friday and it Wednesday today. Its been sitting in Joberg since Sunday evening. I will never use UPS again!!!!!! I have been trying to call the warehouse and kept getting put on hold or dropping the call