DHL Express India — process delay - [protected]

Would like to complain on the delay of process at every step with no clear information being shared with the customer which one is entitled for.

From the beginning once the parcel reached india, there was no clear email or instructions given (English all over the place to be precise in the email).
Not sure if this is done on purpose to delay things and charge customer for section 48 or other charges.
I have repeatedly called customer service and emailed atleast 20+ emails to understand the process and the steps involved however nothing is made transparent.