MISSING PARCEL

I ordered an item internationally, and the company informed me that the item arrived in South Africa on 4 April 2018. I have been calling the call centre for an update every week since. I am being told by the Manager, Lindi, that she can see my parcel did arrive, but has not been allocated a local tracking number yet because they have a back log? I don't know if I believe this any longer! I have even escalated the matter as a complaint on 28 May 2018 via email to ********** and again today (5 June 2018) and still no response! If Lindi could see on her computer that my parcel had arrived for distribution, did someone at the Post Office ***** my parcel? And why, when I asked her call centre agents to investigate, I get told that they cannot it is beyond their scope? Where is my parcel?