Bad service from Aramex

On 24 Dec 2017, I received an email stating that my parcel, ref# ********** 775, is stuck at customs and further information was required from me. I called them on 24 December and I was told that the customs/ airport department was closed and they will only be able to assist me on 27 Dec 2017. I have been trying to get hold of this customs department for 3 days, since 27 Dec 2017 and it's now 29 Dec 2017 and no one answers the phone . Whenever I call, they forward me to the customs department, but for 3 days, all I hear is their terrible music and no answer.