UPS terrible customer service

UPS (jhb) customer services have gone downhill, I've never experienced such bad customer service before! I've never had to pay for customs clearance through UPS before, hence why I use to get international delivery through them for the past 7 years! Now I am sitting with a bill of an amount almost the value of my parcel. I've emailed them to request an appeal to reduce the custom fees...no replies. I've been calling them for the past 4 working days only for my call to be put forward to another line which puts me on hold for 20min at a time. The ones who answer make promises to get someone to answer my call but nobody assists. I've emailed numerous times with no replies! This is absolutely ridiculous having to deal with a ghost business which suppose to have international credibility. This is the last time I will use their services!!