NO CUSTOMER SERVICE

International package lost. According tracking it is at local post office, but according them it is not there. Contacted customer service, informed me it is in Johannesburg, and they will send to local post office (Klawer, Western Cape) I waited for weeks, but still no package. I mailed customer services twice, but to date no reply. Why is there such a thing as customer service, if there is NO SERVICE??? Please, can someone assist with my package???