Poor Service from Aramex Courier Service

I dropped of a parcel at one of the Aaramex pick up points on 27th April. The parcel was collected on 28 April and to be couriered to Graff-Reinet. I checked my Aramex app on my phone on 05 May and saw that the parcel has still not moved anymore. I called their call centre and the lady confirmed that the parcel is still sitting in their CBD hub, it was never handed over to the 3rd party service. They promised to phone me back, but I haven't received any call. This parcel is urgent, yet there seems to be no sense of urgency from the Aramex team, tracking no. DBE***.

CAN SOMEONE PLEASE HELP?? I need my parcel delivered asap to the provided addess

Regards

Natalie