FedEx - package not delivered

I have booked a package from Japan with expedited shipping which was very high for me but considering that I wanted the package early and thinking that this company which boasts of exceptional service went ahead with it. The package was booked on **/**/** to be delivered on **th. The package reached India on the * and was at customs on the *th and then there is no update or any communication from these guys and there was no way I could reach their call centre even after trying to do so for days. I have waited for nearly ** minutes to be just dropped when I get to someone on the other end. And one lucky day the **/** I get thru and was asked to reach out to one Mr. Shekar at Banglore and he was not easy to reach even though I had been given a direct number. When he finally decides to answer the phone he says that the parcel is stuck at the customs for want of proof of payment. I ask is this not the courier company's responsibility to convey the same to the customer? Now after emailing the required I again try to get in touch with Shekar on email and the direct number with no response ( what kind of recklessness is this). And from that day I have been trying to reach someone with no way of talking to anyone. I try email support with very bad responses it looks like they have emails that are already fed into their database and they just copy-paste what they feel is the closet response is. Unfortunately, they are no way even near to answering one question out of ten. I asked them since there is no one answering the calls would they let me know what happened at the customs and what is the customs duty that needs to paid and can you arrange for some to call so that I can talk to them? The response is your package will reach you very soon.
Now their tracking keeps changing their delivery date to the next day at their convenience. For the past * days, it's been sitting ** Kms from my house and I have no idea when they intend to deliver the package? Its the **th of August and I am fed up with this kind of service for people who boast they are the best and do so much for their customers.
The least they can do is get someone to call back or make their incoming calls more accessible.
I will not trust these guys again and I will try my best to educate others about my experience. I would appreciate any help I can get. I have given up on the package that I so wanted at the earliest and FedEx has left me heartbroken with their service. There is no end to this frustration.