Why is a parcel sent to me is at customs 21 days?

My Parcel is in JIMC A AIR LETTERS since the 09 Nov 2015 and to date the 30 Nov 2015 still not released!!!<br> Tracking number is RM***CN.<br> I have tried to phone Customer Call Centre on ***however after 45 Minutes waiting on the line for somebody to answer had to hang up. <br> I do understand that we are a very undeveloped country and there is only one person to answer 45 million people so why do you bother to advertise your \Customer Call Centre"as it looks that nobody is there?"""