Worst ‘express’ service

No one knows what is going with my shipment. They said they contacted me for customs clearance, but never heard from them. I called twice, the first time I was notified they were looking for my details and second time that they will still call me. I cannot tell where my package is because it just says ‘on the way’ when I track. We use express services so that we can get our parcels early but I guess urgency is not something UPS SA values.