Terrible service and no communication

I’ve been trying to get a hold of Aramex for hours waiting for my package that has apparently been at the airport for about a week. Late last night I get an email to pay for customs by the the 13th of September. Granted they work 24hrs however the email is unclear on the reference to use. I tried countless times calling but all I’ve succeeded in is being on hold for over an hour. I need clarification on the reference, whether I use the tracking number as reference or not. And when can I expect the delivery because the time they promised to have the package delivered is on Thursday however I doubt that will be done without having paid those fees