No feedback from customer service

Hi, I was told to email my physical address and particulars to the SAPO customer service email address to see if they could help find my parcel at customs as I have heard no news of it coming into the country and am scared that it has been lost. I emailed customer services Thursday morning and I have still not heard from them and it's the next Tuesday evening. What can be done that someone can help me where I do not have to email customer services as they do not reply and the call centers don't answer their phones and will just tell me that my parcel does not show on their system as it does not have a local tracking number?????