Aramex no answers

My order has been sitting at customs for 12 days. Was on the customer WhatsApp chat this morning with Pearl who could give me no helpful answers as to why there is a delay and then she just ended the chat without answering my question. I was reconnected with her and she then said she’d get customs to contact me. Which I am highly doubtful will happen. So what’s the point in having customer care that can’t even explain what’s going on.