Aramex refuses to phone you back with feedback

I sent a parcel to Australia on 22 January. The parcel has been cleared from customs since 28 January in Australia, but has not been delivered to the address since. I have phoned Aramex 3 times already to ask them to please follow up on the delivery of the parcel (last spoke to Lee on 12 Feb at 7:45 am). None of their agaents ever get back to me about why the parcel hasn't been delivered yet, despite multiple promises and saying their agent in Australia guarantees delivery within 24hours (parcel has been at sorting since 28 January). This is unacceptably slow service with no feedback to customers.