Missing parcel. No help from Aramex agents

We sent out a parcel to patients in Potchefstroom on 30/05/2019. It's been a week later and no one at the call center can tell me where the parcel is, why it hasn't been delivered yet or when we can expect delivery. This makes our company look unprofessional and even though we have used Aramex on a regular basis to courier our patients' glasses, I am not sure if we can trust Aramex for service delivery in the future. Two days ago someone promised to call me back as they will follow up on the location of the parcel. No one called me back. Today a lady made the same promise to me and we still don't have any answers. They never call you back and that is highly unprofessional. If you tell a client you will call them back, you have to keep your promise. What happened to this company's integrity????