Parcel held at JIMC for almost a month.

I have ordered something from the Netherlands. It has arrived at the JIMC office on 24/08/2017. I would just like to know why it is taking so long? What is the hold up? I would also love to know why there is a customer care number but my countless phone calls and emails have never been answered. This has caused so much inconvenience. Maybe just an email back to explain why the process is taking so long and when more or less I can expect my package. I would appreciate that very much.