Buffalo still hasn’t dispatched my parcel after 2 weeks. I can’t get hold of them.

I have placed an order from overseas which Buffalo logistics was the company to courier it to me in South Africa. My parcel was stollen as the vehicle was hijacked. With the insurance claim I was able to purchase the same order: it’s landed in South Africa and I’ve paid the taxes and duties but it’s been 2 weeks and Buffalo logistics still have not sent it. They are still sitting with it at their depot! This is rediculous. I’ve tried WhatsApping their business WhatsApp and no one responds, I’ve tried mailing them to find out but no ones gets back to me. I’ve tried calling but the lines are constantly engaged. I finally got through but the answering machine says I’m caller 386 in the queue. It will take me 3 days to hold on. I need to know what’s going on with my parcel, why they haven’t handed it over to the courier van collecting, why it’s still sitting in their depot for so long and why do they not get back to their email enquiries. There’s just no way of speaking to them. How is anyone supposed to find out where the parcel is.