Johannesburg International Mail Center

I have a parcel that arrived in South Africa on 5 March 2018, it was only scanned into the jimc hub on 7 April 2018 it has been in customs ever since and I have written at least 8 emails to customer service, you get two instant auto replies, one says they Wii respond in 48 hrs and the other one says they will respond in 4 or 5 days. Neither of those are true I'm still waiting some 10 days later. I then assumed it is in customs and they require an invoice, which I emailed to there dedicated invoice email address. Phoning is just a waste of time and airtime. Having said all that up to now I have got very good service from the post office its so dissapointing.