A litany of incompetence at all levels. I identified between five and seven systems failures in their processes, during my three hours on the phone. This was simply to ascertain if they had received documents regarding clearance of my parcel through customs. At one point I was directed by a parcel force operator to UPS, to be told "I might have been victim of a scam" At another point I was directed Inappropriately to UK Customs, who told me this was "an ongoing problem with parcel force", and directed me back to them. I spent three hours of my life on totally inappropriate phone calls, being run around the houses, and in the end they still couldn't answer my simple question. I complained, requesting that in view of the considerable waste of my time and anxiety they had caused, that they should waive their 'handing fee'. They refused saying my request to waive the fee "had been rejected'. This is after acknowledging they had multiple systems failures. They can treat customers like this because they know that they have their property as a ransom, and you have no way of getting your property off them unless you pay up. Therefore you are powerless. This I believe is illegal. I had a genuine case for not paying their fees, but now will be forced to, or they will send my property back to Ukraine. The UK government should investigate their practices.