Package beging hold indefinately

We paid for our parcel tracking number *** customs on the 15th of Oct and on the 17th 1 out of 10 parcels was delivered, we had to call in after a couple of days of our other parcels not being delivered, and they informed us that they had sent an email to the worn email (they actually sent another company private info in the email thread who had their package held back, I informed them that we are not the other company and if we are the correct recipient) they infomred us that they needed extra infomation and we submitted it as soon as we could as our agent overseas was requered to send his receipt of what he paid for our shipment on his side- this was weird but we got that and sent it within an hour of receiving that information) it is now Nov 3rd, and we only get emails stating that they are awaiting customs feedback, but in all honesty we as a small family run business is hurting due to delay in delivery, we have requested extra information but just get a standard response of we will be informed of feedback from customs - almost 2 weeks and customs have not given feedback at all? We would appreciate transaparancy as it does not feel that we are being heard as customers - we have all relevant docs, and it should not take this long, we made payments without delay, and even though we can understand that customs is not a direct part of DHL the delay in communication is concerning as SARS is not afraid of letting you know if something is wrong or needed. We feel in the dark and not heard, could we please get this escalated, we ar emore than willing to everything in our paoower to get our stock but we are in the dark