No answer to queries

I thought opening an Aramex Global Shopper account was the solution to my problems but it's been far from problem free. My item arrived in the Malaysia hub on the 19th of September and it hasn't moved at all,for some reason my shipment is on hold. I have uploaded my invoice multiplie times thinking that this was the problem. I logged customer requests ,reached out to the social media team and called but nobody can tell me what the problem is and why my package is being held at the hub. This is the first and last time I'll be using this