Terrible customer service

I have been waiting for my parcel for a month and it's been on customs clearance for close to 2 weeks. I have paid the custom charges but haven't received any communication. I have called the customer service line several times and after holding for 20 minutes minimum the consultant answered and says they are going to forward me to the right person and puts the phone down. I made a call again today and a consultant assistant and said she will escalate the matter and I must call again at 8am and request for a consultant at Stocks (name given). I called back and was advised the person is off sick, I asked to be assisted by someone else who is on duty and the call was put down. I am very disappointed to say the least and really need my shipment.