Lack of pride in service

I have an item from abroad that has arrived at the Customs hub on the 24th of November 2018. It has yet to be released and sent to me. This is really poor and unreliable of the post office of South Africa. I've been trying to get hold of any one at the Hub, but all i get is an automated service stating there are high call volumes. After around 2 minutes of holding it just cuts off. I would love to know what will be done about this for my parcel was to be delivered already and no one can give me a straight answer. I am fed up with the lack of service by the post office. Rather put some one in charge that actually wants to do their job and also has pride in it.

WHEN will i be getting my item???