1 month since shipping and still no delivery

A shipment from South Africa to Malta that was sent on 18 June and is yet to be delivered - the shipment did not show any tracking until 30 June, and this only after the first phone call to enquire after the shipment. Promises from the Pretoria branch's international department to call back with feedback are not kept and feedback given regarding attempted delivery from the local agent (UPS) say that the consignee business is closed - the delivery is not going to a business, but a private residence. I work from home and am here all the time. Asking for the local agent to make contact is a fruitless exercise. The cell number on the package has yet to receive a call from UPS to date. I have resorted to asking for the number of the local agent in order to call myself - is this not the job of the customer service consultant? Why do I need to make this call myself when Aramex pays people to provide this service? Did the customer service agent in SA even follow through with her promises? Feedback on the Aramex website says the shipment has been out for delivery since the 8th of July. Logging a support ticket on Aramex's website is also a useless endevour, as no one gets back to you. One is not able to log another ticket due to an existing ticket already being open. This shipment contains very important original documentation. How can it take a almost an entire month for this shipment to be delivered? Shocking! The same service with DHL takes 3 days without issue - for only R100 more. I have always held Aramex in high regard, but this is not a good customer experience to say the least! Poor show Aramex.