Aramex Customer Service

I was scheduled to have a package delivered 2 weeks ago. I was provided a link to track delivery but unfortunately, the site was never updated. I purchased items from the service provider previously and they have always used Aramex and usually delivery was between 2-4 days. I have logged numerous calls and am still awaiting a response. I received an email and was provided with a URL that was invalid because apparently my package was at customers awaiting customer instructions. I have written to Aramex and I have called and I have to say their customer service is very frustrating, One lady actually mailed me to say that I should call a number to resolve the matter. Surely that should be their responsibility. After I had tracked the shipment, it indicated that it was held in customs awaiting customer instructions. Now it indicates in progress. My delivery address for the package is indicated in the package. Getting a response from Aramex is so frustrating. They probably now expect me to pay for customs which I refuse to do as I have never done so previously. Honestly, if I could give a lower rating, I would. NEVER AGAIN will i user their services.