Very, very poor customer service

I've been trying to get package returned (due to an error on DHL's part) for almost a month now and despite two calls logged a the service centre I am still without an answer to my query or my package. I have had three calls logged for this issue and was informed yesterday that the third was going to be closed - despite my request that it stay open and there being no resolution for reasons that I am unaware of. The call centre seems more concerned with closing open queries than actually resolving issues. I have asked to have the complaint escalated twice and have been promised call backs which have not materialised. Every time I have called over the last 6 weeks I speak to a different person and have to explain the complaint all over again. My parcel has been sitting awaiting clearance for almost 2 weeks and I was not called at all (I eventually called the call centre out of frustration). Very frustrating!