SLA Exceeded: Packages Left to Rot in Customs

I am experiencing an absolute nightmare with UPS South Africa regarding an imported package. The complete lack of proactive communication and incompetence from their Customs Brokerage department is unacceptable. ​My package has been stuck in a bonded warehouse for weeks. Initially, the shipment was detained by SARS due to an incorrect tariff code declaration made on the original clearance instruction. It took the UPS customs team weeks just to transition the file so they could submit a Voucher of Correction (VOC). ​When the VOC was finally submitted to amend the tariff, it included a penalty that was billed directly to the shipper. It has now been well over 15 working days since that paperwork went in, which completely exceeds the standard 14-day SLA for customs processing. Yet, no one from UPS has bothered to provide an update. ​When you call the general UPS support number, the frontline agents are utterly useless. They read from a script, tell you to "just wait for SARS," and refuse to investigate further. They cannot even confirm if UPS has actually transferred the penalty funds to SARS yet, which is the only way Customs will release the package. ​I have emailed the customs team directly demanding my updated customs declaration (SAD500) and the Payment Reference Number (PRN) to prove they have actually done their jobs, but I am just met with delays and generic excuses. ​If you are importing high-value electronics into South Africa, pray your shipper does not use UPS. They will let your package rot in a warehouse and leave you entirely in the dark. I want my SAD500, my PRN, and my package immediately.