Aramex holding parcel but not saying what issue is

My parcel was received by them on the 16th of August 10 days later its still pending release, i have called and emailed, all i get from Dareen Naidoo is he is waiting for God knows what. when i spoke to him the last time, he told me there was a problem, he then gave me information that had nothing to do with me, so they clearly had the wrong package info. he said he will come back to me, still waiting, this is very frustrating, i need this to be sorted today. i gave him my personal bank statements invoice from supplier and i am still waiting, sort this out or send back the parcell so supplier can use a different one your costing me money!!!!!!!