Disregard of clientele and disappointing communication

To start - I am unsure of whether this report will apply to SARS Customs or UPS more directly.

I ordered a parcel from USA in August 2017 and it was reported at the Jo'burg incomming mail center at the start of November 2017. It has been stuck at 'Processing' since then, and numerous emails to Lebogang Moifa have clarified a few issues, but I now have had no responses from Lebogang for the last month despite calling and sending emails. This is unacceptable from a freighting company whose core purpose is to safely deliver packages from entity to entity - this is based on TRUST. It is now almost May 2018 and this parcel is still unaccounted for. Warehouse scans continued until the 6th of January 2018, and customs have requested payment for clearance. I have given them the go-ahead to process an invoice, but at this stage I will not be paying until I see the parcel.

Please would someone at UPS, either local or head office, follow up on this as it is truly disappointing and judging by other complaints, UPS has very little regard for its' clientele.