What is going on???

I shipped a package on 14 May from the UK to South Africa. The package was held in Germany until 6 June because the local SA office needed more details. They claimed they couldn't get through via the contact information of the recipient. Upon request I re-confirmed the contact details 4 separate times. If I hadn't been chasing them and eventually being told what they needed they would have "abandoned" the package. The package eventually arrived in SA on 5 June. It says online that it is being held for the payment of duty and tax. I have called UPS in SA twice and have been told to wait for an email, I have also re-confirmed the email address again (even though the email address is receiving automated status updates so it's obviously on the system). I have also been chasing via UPS UK and they just said that the SA office has emailed and is waiting for a response. This is not true - nothing has been received where they are asking for a response. There is no reason why this should be so complicated. I should not have to be chasing constantly for this.