Shocking Service UPS

We have been waiting for a shipment that left Spain on the 03/11/2023, UPS sent us an invoice to pay the VAT on the 08/11/2023, since then No parcel. I have requested feedback to numerous email addresses as this is urgent and we are getting no response from UPS. Our overseas supplier informed us that UPS have informed her that UPS South Africa are trying to contact us and we are not responding, this is incorrect as we have had no correspondence from UPS South Africa. It is impossible!!! to call in as no one answers as with emails.