SA Post Office - NO RESPONSE OR DELIVERY OF ITEMS

Waiting for a parcel from Poland, it has been sitting at SA Intl Hub since 02.02.18 and to date nothing has happened since then. I emailed customer services - NO RESPONSE. On the line to speak to a customer care consultant, been holding on for over 21 minutes! What is going on, why are we not receiving our parcels! Nobody seems to come to the party!