I have stock sitting in a parcelforce depot waiting for a customs charge to be paid. I can only pay the customs charge if I have the 17 digit reference number on the letter that I have not received. Even though they emailed me to say that the parcel was in the UK they decided to send the customs letter by actual post. The email they sent me is a noreply email and I have wasted probably 3 hours over this week on hold trying to get through to the help line. IF the customs bill is not paid within so many days they will send the parcel back to Germany. All I need is the 17 digit reference number and a copy of the invoice - this shouldn't be so difficult. Also if your phone lines are so busy - offer an alternative means of getting in touch.