ETA Parcel RN***NL

Parcel with tracking number RN***NL, was sent from Amsterdam to SA on the 27th Nov 2019. Customer was told it would be in SA within 5 days! We have been sent from one Post Office to the next and no one can seem to allocate it. On your website it just says on route. This is becoming a matter of urgency, none of your telephone numbers work. I even sent a mail to your customer service and no joy! This is pathetic!