Four months still waiting for parcel from Spain

I have been waiting for parcel from Spain for four months now - tried in vain to contact Post Office - no response to my emails and call center number rings unanswered, several times I was on hold for more than an hour hoping to be answered only to be left with high cellphone bill. Checking parcel tracking is no longer “In transit” but changed to “Exception”. I would really like to know the main reason behind this. Anyone with same problem?