Disappointing customer service, and customs services

Today is the 13th of September, my parcel is being held by customs since the 8th and every agent I have spoken to and complained about my issue have provided me with standard responses the only difference is the working days to wait are added (agent: Mbali and Portia). I have lodged a complaint directly to their portal and I am yet to receive a response. I have requested to speak to someone in a higher position or even direct contact to customs and none was provided. I am utterly disappointed with the customer service and the services as a whole from Aramex. Mind you this is not the first time I am facing problems with Aramex. My previous parcel was supposed to have arrived in 2 weeks yet I only received is a month later, after having to have called them multiple times, agents ending the call in my face, sending multiple complaints and emails.