5 months in customs and now they cant find my parcel

I bought a phone on ebay and it arrived at jimc on the 22 of January 2018. i did not receive any communication, i checked online and the notice said the item was detained. a month went by and i called the customer care number, the only response is an automated voice saying they are experiencing high call volumes. i went to my local post office and they checked on teir system and confirmed that the phone is still at jimc. i sent emails to the customer care, i called sars to try and get through to customs. i was told i cant just go to jimc. i was give the email address ********** and was called by a lady who told me that my parcel was not detained and advised i go to jimc. Yesterday i spoke to Nancy at jimc she said she would call back today, which she did. She called to tell me that although the parcel was assessed they are unable to find. i was asked why i waited 5 months before coming even though i explained that i have been trying to make contact with anyone who could assist. i know have to go back to the airport to fill out a claim form, i asked if that means i will be refunded for the amount i bought the phone for considering the rand is stronger now and that means the conversion will amount to less. but my biggest concern is how can they not find it? what happened? who assessed those items? who sorted them? why did i never receive communication? there is no accountability whatsoever.