Parcel still at JHB INT Mail Centre HUB for a month now

I have a parcel that has been in country since 12 March 2018, almost a month later it is still at the HUB. How can it take that long to process something. I've been phoning them and they have been telling me that it will be sorted but nothing seem to be changing. No one is responding to my emails from customer service s. Can someone please help.