TNT- no one responds to emails regarding detained parcel

I have been using TNT for the last two years with little problems. They are always prompt at responding to my queries. I understand parcels randomly get stopped by Customs border control and it is out of TNT's control since there is a 5 working day turn around time to get a response after sending all the required documentation.

I sent all my documentation through on the 29th May (after they asked for it) and the freight statement the following day.

I have sent over 12 emails to TNT asking for updates (with various people in the email- Cannie, Kgothatso, and Daleen. ) yet no one is replying to me. I got one reply just stating the documents needed (no further information) I rep**** to this mail that I have sent all those documents over a week ago. Still, I have failed to get a reply.

How am I supposed to inform my clients what is going on if TNT can not even reply to my emails? They are literally been ignored.