UPS South Africa extreme poor service

Bought a parcel from the UK, it arrived at UPS in SA within 2 days - typical good service from international companies. 1 week later after sending proof of payment for VAT and clearance, the parcel is not yet submitted for Clearance. After several (7) emails, I get advised that Vat and Clearance still outstanding, despite sending POP via email and uploading the file on their site. No help, no communication, no action. Very poor