Nasty Gal complaint: Very bad internal organization and still waiting for the refund

I’m from Brazil and recently placed an order in the value of $28,09.
Order n: GUS106388055
Unfortunately I discovered that UPS is taxing in more than 100% of the package value, I was not informed that I would have to pay for UPS airport storage and other services. I’ve sent a lot of emails to solve the problem, and two different customer agents told me I should pay for the import fees and send them the payment receipts, so they can proceed with the import fees refund. The total value is $75,2. After I sent the payment receipts via WhatsApp they made me wait 10 working days to solve the problem. These days had passed and today I was told by another customer agent that they do not cover import fees and that they can only apologize for this. This is a disrespect with the customers, they misled me to pay for something I wasn’t informed of. This is very disappointing, it’s NastyGal’s internal issue, I just want the refund as were assured me three times.