DHL obsene charges, my package is consficated!! No proper documentation, bad customer service Montreal Quebec

I sent a small parcel by DHL express (3 days MAX. until delivery) to Brazil on January 31 2005. More than a month later, and I am sick of chasing the track of my package. They tell me there is nothing they can do!
I was never advised when the parcel was held up, and after weeks of calling the company numerous times I found out that it was held by customs. My trace of the package actually read that it had arrived safely to the destination, but what had arrived were documents saying the package was in the local customs office waiting to be picked up.

The person who I sent this package to went to customs more than once, and finally recieved the information that the package was in Sao Paolo, (6 hours away from Salvador, the destination city). Brazil customs said they needed 75$ from DHL to release the package. (very unclear as to the reasons for the mix-up, but I suspect further documentation was required). After further discussions with DHL supervisors, a conference call to Brazil gave me the info that the package was held with an increased tax of 160$ AMERICAN.

How is this possible for such a small, trivial package? It contained personal items, a school shirt, a hat, and some CDs as a gift. It is now March 7th, and I am so exhausted from calling DHL daily, dealing with incompetant, unprofessional customer service (above all, from the supervisors). They do not seem to take this matter seriously at ALL.

I send packages worldwide regularely, (by Canada Post) and this is the first time I have used DHL. It is NOT cheap, and I would like to expect that after paying $$$ I will actually get what I pay for!!!!

Not only was this an urgent shipment, but the contents are of extreme personal/sentimental value, and the receiver is not in a financial position to be chasing the different customs offices, let alone paying a tax that even I could not pay! DHL is saying it is out of their hands, but I would like to expect that the employees of DHL are trained to know what documents to include in the shipment of non-commercial goods to avoid this type of thing from happening. After speaking with various reps, I have not heard one tone of concern or surprise that my little package has mysteriously been forgotten pending an outrageous tax. Does DHL employees know how to send packages? Why are their rates so high and their customer service so incompetent? Why are the supervisors so unconcerned and unprofessional? One of them, Manuela (514-684-3521) who is the main person "taking care" of my file told me that she is surprised I am still calling DHL because they can not do anything. It is in the hands of DHL BRazil now.

I understand what she is saying, but it seems that it would be much easier for someone within DHL to resolve this. They are all part of the same company, right? Some other phone numbers: (name?) 514-684-7069, Stephane: 514-944-1342,(both supervisors), Mike Dunn 514-684-4903, denise 905-507-5105, customer service 1800-225-5345
P.S. I am a student and I work, and dealing with this has been taxing on my time, my health, my other priorities. This package was going to someone who I love very much and may never see again, and I am beside myself at the thought of losing it.

Miranda
Montreal, Quebec
Canada