When a donated package disappear

Plse may I ask for some direction in going forward to obtain my package which was send as a gift for my old blind dog from ****in’s Halo in the USA? Ref *** . I have been waiting since 12/5/21 and were being send from one side to the next. Eventually spoke to your Cape Town offices last week and was told they would let Kagiso Mabiletsa know re my request for contact re my oackage. On 14/6 I got a txt from Kagiso Mabiletsa requesting my ID nr to release my package which I phoned in at 08:14. At 13:32 I phoned again to ask what is happening and they transfered me to Kagiso Mabiletsa who told me as they couldn’t get hold of me it will cost me R5000 to release my package ! But the waybill clearly shows my address as well as the senders info. Plse can I get assistance