My Parcel is in Bad Hands at Aramex!

Initially I loved the Aramex Global Shopping Program, but unfortunately their service is now very poor! I had a parcel coming in from Germany that was released by Customs on the 30th March 2019, but when I phoned today, nobody could give me a answer as why the Parcel have not moved since. We pay premium price for a service and I have not received this service as I should.