Emails and calls being ignored for weeks!

I require to get an import permit for a package I bought through Ebay. As such I app**** for it on the 21st of December 2023. When the reopened on the 2nd of January 2024 I could never get an hold of them. I have send multiple emails with no response, and when trying to call them, all the numbers they provide keeps ringing and went to voicemail. Recently I saw reviews on Google that a lot of people are now struggling to get a hold of them. This is unacceptable, as this is the only place where one could apply for an import permit. Can someone just please respond!!!