No Response or Assitance whatsoever

I am expecting a parcel from overseas, and when I check the tracking number, I see that it is currently sitting in customs and has been for the past 2 weeks. I would like to find out what the issue is but whenever I phone the SAPO call center or even the customs one on these numbers *** or ***, there i no answer and the phone is merely put down without any attempt to help. I have lo sent email to the correct people and still no response. All I want to know is what i need to do to get my parcel? do i need to go down there and search for it myself.