Items not been delivered

I ordered item from China. The supplier tracking shows the item has arrived in SA on 12 November 2017. Item is still not available at local post office and no local tracking is available either. I have tried contacting the call centre several times and have held on up to 90 mins already with no reply. I have emailed customer service 8 days ago and they have not had the courtesy to reply. It appears that SAPO does not know what service is.