Bad Service

My package being shipped to South Africa by DHL in Germany has been stuck in Frankfurt in Germany for over 3 weeks (about 22 days). Whenever I ask why it is stuck and when it will be shipped DHL constantly come with a predetermined response saying "the package is enroute to South Africa and will take between 4 and 15 business days for delivery". This is what they keep saying and yet the package has been stuck in Germany for over 15 business days and they insist on giving this response rather than actually answering my actual question which is WHY is the parcel stuck in Frankfurt and WHEN will it ship to South Africa?