Shocking call centre service

We've now had ink we imported for a fabric printer sitting awaiting a clearance event for over 2 weeks, which has impacted our production. Eventually managed to get somone on the call centre that noticed it was a Port Health issue and they promised to find out what was happenning and get back to me. No response from them. Called again a few times and eventually told it due for inspection yesterday. Phoned today to find out result of inspection and still no feedback from call centre agent who eventually answered the phone after ringing for 10 min. When I asked to speak to the agent dealing with Port Health, I was transferred to another number but the phone once again rang and was never answered. Have you retrenched all your staff and are now understaffed? How do I escalate the issue and ensure the goods are released so we can go back to printing and generating revenue to pay staff salaries in an already troubled time?