Really really pathetic service !

I have had a parcel at customs since the 21st of April, 2 weeks now. I discovered it was stuck there after a week and called Aramex. I never was told its stuck and Im sure, its not my job to watch for customs issues ? I was told when I called Aramex horrified that the parcel was stuck, that I must call customs. So I said I got no idea what to even say !!! So I started dealing with Nomvula at Aramex the airport... I have since sent several emails along with whatever has been needed to clear the parcel, Nomvula hasnt responded once to me. 80 percent of the time when I call... I get cut off (engaged tone) after a minute or 2 or I get put on hold before I can say hello and stay on hold for up to 10 minutes before putting down... The parcel stuck... is worth a fair amount and I hope Aramex will be refunding me when the contents are wrotten and cant be used. I have called and called Aramex and emailed many times, and I dont know what to do anymore ! I hope someone comes back to me, or I will be taking it alot further. But really pathetic service... My tracker is ***.