Bad customer service from Katleho

I'm writing this email with disappointment my parcel got held at customs clearance on the 24th April 2019 case handled by Katleho I had to be the one reminding her to give me an update,she never gets back to me without me pushing her.iv submitted all the documents needed but still don't have my parcel and still no communication

Now they have gone to holding my second parcel again!and still no communication from aramex I fail to understand how do they deal with people if they don't inform a person??iv been calling their offices still no answer I need help to get my parcels please this is uncalled for cause 3weeks has already passed please help me!!