Item stuck in Germiston, customer service useless

My parcel (tracking no. PA***ZA) has been at Germiston post office for almost 2 weeks now, it should be delivered to Alberton post office which is less than an hour away from Germiston post office. I called both of the post offices and they can't tell me were my parcel is. So I called customer service but no one answers, I was on hold for longer than 20min. So I emailed customer service telling them the situation and the reply I got after 3 days was so useless I'm disgusted, the reply told me that the parcel is in Germiston and I should call them. So I don't think they even read my compliant. No one is making use of the post office so can't believe that their customer call line is so busy that they can't even answer it after 20min.