Need help in locating my overseas parcel IJ***ZA

I ordered a parcel from the US about two months ago. Even amidst the tornado they had the parcel reached SA within seven days. Eversince it has been stuck at the Johannesburg International Mail Centre. I received a local tracking number in the meantime. I called them (no answer) and my emails were answered with a promise that they would look into it. Eversince no response and I am really worried that the parcel is missing or ******. I am really at my wits end here, it seems they don't have proper channels to use when enquiring. If you call the call centre you are on hold for what seems like forever. I really want some feedback as to when to expect my parcel please. When (and where) can I report this parcel as missing or ******, because that is the only logical explanation there is to me at this point. Kind regards, Wanda Botha