International parcel

So my parcel took exactly 5 days from Spain via Netherlands and landed at JHB hub on 8 December 2017. Since then nobody can say where it is. "Most probably still in the container outside" is what the customer care lady says. Phone back in 2 weeks. So nearly 2 MONTHS later and still no movement. None of the emails sent are responded to. It takes hours for anyone to answer the calls just to be told "phone back in two weeks". Facebook page keeps cutting and passting same message to contact customer care (who do not respond) So what do you do next? Who will respond?