been waiting for a international package

I have been waiting for a international package that landed in South-Africa on 18 August and I has then departed or thambo on the 22nd till then I have got no update when using the parcel tracking site. I then decided to call the track and trace center and waited on the phone for over a hour only to have the phone dropped in my ear. How is the post office still open if this is the service they provide ?