Pathetic service from SAPO & JIMC

I am totally disgusted by the service of the Sapo and JIMC. I have a parcel (tracking no. II***ZA) lying at customs since the 18 of November and I have tried calling numerous times as well as emailing and have not received any feedback. Why have call center numbers available to the public when NOBODY picks up! I have held on for 10 minutes or longer at times and still nothing. I just wish someone could answer so I would know the reason behind the delay and if they require more information. I am very disappointed and frustrated at the system. Absolutely pathetic service ?