Poor service and very slow

Absolutely useless, and from what I have experienced its Aramex South Africa that are the issue. Bought a fish tank filter from Amazon, my package was shipped with in a few days and landed in RSA less than a week later. I got a whatsapp from the Aramex bot, and was quite impressed with the whatsapp system. But after that it went down hill. My package is "at the Aramex customs facility" and has been there for 5 days, I got an update yesterday that says my package has been "scanned at the customs facility" which means nothing to me. Phoned customer care two days ago and was told it would be released the following morning. When I saw no change on the status, I tried to call customer service again, was put on hold for 25 mins and the my call was cut. Sent Aramex South Africa a tweet and they responded asking for the tracking number, took over 3 hours for them to respond after I sent the number to them. Only thing they could tell me was it was in the custom facility. Sent a complaint to their complaints department, their response is that they will monitor it. And along all these steps no one can tell me why its taking so long!