Bitterly disappointed!

I have a parcel that has been sitting at the Johannesburg Mail Hub since 16th December. I have emailed, sms'd & phoned multiple times to try & get an update - no one ever answers the phones & no one ever replies to emails! The website that the voice recording tells you to go does not even work - utterly useless! What is the point of you even having any contact information if no one gives a **** about customer service? Thank you very much to whoever is supposed to be responsible - this was supposed to be a Christmas present for my son! How bitterly disappointing! Hope no one ruins your Christmas!