Parcel stuck at Krugersdorp HUB

I have a parcel that has been in the country since 28 November 2017, more than a month later it is still stuck. It has been at the Krugersdorp HUB since 29 December 2017. What is causing the delay exactly? Surely it can't take that long to process something! You try to call this number ********** , no one answers. I sent an email to the customer service and guess what! No response. This is so frustrating. Please assist. Tracking number is RG ********** 92CN.