I have a package from philippines from EMS...

I have a package from philippines from EMS philpost it came here in dubai last Sept. 12 and they were calling me sept. 13 , unfortunately i didnt answer because im on duty and its not allowed to bring my phone inside but sept. 17 I answered their call informing me about the package and telling me I have to pay 360 aed because the package has excess your limit .. And I told her I will inform the sender first.. Then she told me she will call me on sunday sept. 20, I was waiting but nobody calls me. So that I just wait maybe they will call again some other day., they called me sept. 23, Im on duty, but then when I saw.. I tried calling again the number but no one answer. They didnt inform us about the period of how many weeks it should be delivered.And they put "address not available" in the reason, how can that be happen when the info name,number and address was written outside that entire box. And they send back to philippines my cousin went to your post office in the philippines telling they won't refund the shipping fee we paid ? So just like that, You just took our 15,000 pesos?