CTT - Custom clearance

My parcel is held in custom Lisboa. They asked me a document for the process. I send them all they asked. I was told they will contact me if needed or they will send my parcel. Few days I didn’t get any notification then I called ctt customer Care, there they told me that they forget to forward my document for clearance purpose. And they told me they will send right away. I got a notification That the document has sent to custom. It’s been few days there is no other notification that if my parcel is cleared or I need to give more document for getting cleared. Now I don’t get reply for my email as well. This way how ctt customer care justify name customer care. I would like to know what’s going on with my parcel. It was a gift from my family and everyday I get massage if I have receive my parcel and ctt is torturing me bystaying silent.