Shocking service

I posted a package to Australia on 18th September 2018, and paid over R1000, as it needed to be there within 3 weeks. I also insured this parcel and paid airmail fees. To date this package has still not left South Africa, and in spite of several emails and numerous telephone calls, I am still unable to locate the package. I have sent more than 7 emails to the so called "customer care" centre, and to date have not received a single reply!!!!! In my books this amounts to *****ing, as I have paid for a service, which has not been delivered. Can SOMEONE from the SAPO PLEASE answer my emails at least??????