Held in Customs - Awaiting Customer Instructions

My Parcel ********** 4243 arrived from Hong Kong at Aramex JHB Operations Facility on 21 Aug 2017 at 10:39 AM. Customs Clearance - In Progress 21 Aug 2017 at 10:41 AM. Held in Customs - Awaiting Customer Instructions on 23 Aug 2017 at 02:46 PM. Today is the 17 Sept 2017 and the status Held in Customs - Awaiting Customer Instructions haven't change since then. I've bought this item on ebay and have submitted all relevant necessary invoice and payment statements. Where is my parcel? Don't you have and escalation process that can expedite the release of aging parcels awaiting clearance.