Shocking service when ordering from overseas

I ordered a package from the US on 9 December. USPS handled it very well and told me where it was every step of the way but since it has left JHB airport I have heard nothing and cannot get hold of anyone. Of course the SAPO tracking page doesn't work and when it does, it doesn't recognise the USPS tracking number. I have sat waiting for hours on the line but no one answers. I can't believe this is such a badly run operation? Has anyone had any success in reaching anyone?