Over a month and my parcel has not been processed at JIMC

I had a friend send me an official document from Germany. It left Germany on 3 Nov 2017, and arrived in South Africa between 7 and 11 Nov 2017. I then tried to track my parcel through EMS and JIMC domestic track and trace, and could not find where my parcel was. I then wrote to the JIMC Customer Service, and got a message from Rodney Mackenzie on 16 Nov 2017, saying the bad was not yet processed and this is the reason I could not track it. I then emailed JIMC Customer Service on 23 Nov 2017, and got a response from "Charmaine" saying due to a backlog at JIMC, my parcel was still not processed. The issue is that the document I am waiting for has a 6 month expiry period! I emailed back saying this to "Charmaine" and never got a response... that was 2 weeks ago on 1 Dec 2017. It is frustrating, as this is urgent! I am getting no response from anyone after the 23 Nov 2017 to advise or update me, isn't this what customer service is about??