Dreadful communication and support

A parcel arrived for me in October 2022 from overseas. It was 'logged' for lack of a better word in Nov 2022. I did not receive any communication to say that it had arrived. I tracked it in January, paid the requisite amount, and discovered that it had landed up in the 'abandon' bin. On 9 January I was promised that It would take up to 7 working days for it to be retrieved. I am still waiting, a month later. I have phoned many, many times, been promised returned calls, all to no avail. Twice I have been told the parcel has not been released from wherever it is now held. The very nice young lady told me today that she would email the people again and revert to me by call.