Poor customer service

I've written an email to the customer care service at O. R Tambo international airport regarding my international packages one which has been on hold since 12 November 2021 and others since February 2020 without any explanation or communication from the airport personal but I'm failing to get a response from them. I'm at a point where I don't know what else to do to get my packages to leave the airport. When I track my packages it reached the airport but never left. Can it really take over a year to get my packages to leave the airport and reach me?