From snail mail to no mail

I have a few packages ordered from China, They have reached South Africa in November 2019, December 2019, January 2020. 4 of those Packages with a status of JHB mail hub for more than 30 days. The phone lines are not being answered, as I am typing this I have held the phone line for more than 40minutes and still no answer. This is the 7th day trying to reach the South African postal service JHB to get clarity as to why it takes old orders to still be stuck in the system while younger orders have reached my local post office and are in my possession. E-mails do not get responded to, sent an e-mail 2 weeks ago and still awaiting a reply. The sole purpose of an e-mail is to get a response within 24hours. If I wanted a 6-month late reply I would have sent a letter through the post... then again, not sure it will reach them since the system works so steller.

Am I to accept the fact that I have lost thousands of rands because someone is not doing their job as they are supposed to, will it be blamed on a faulty scanner, machine or perhaps it will be blamed on the water shortage or the coals got wet and as a result, the scanner could not scan packages that were purchased/ gifts sent from loved ones abroad/ in order for us to have them.

Should I accept that I, along with the rest of thousands of South Africans have lost our packages and have no way of getting answers or find a resolute.... ever.