Aramex: parcel held for 2 weeks with no progress

I have a parcel that’s been stuck with Aramex since the 30th Sep. Only after calling for a follow up was my parcel moved to customs and told, it would take 2 working days to receive the invoice. It’s now the 13th and still have not received my parcel. I must say this is the first time ever using Aramex and encountering such delays