Poor Service

i have been trying to contact the SAPO to track my item which was posted from australia 15 days ago and no response they do not even reply to emails, you hold on for min 15min and when you finally get a customer service agent, all they tell you is they cant help as there is no tracking, what is the point of having a call center when i can track it only and get the same result, a call center supposed to be able to do more in dept searches so that they can assist a customer, really disappointed, even the company that posted the item spoke about the poor service from our post office, that is not a good impression to the rest of the world