Very poor support from call center

I have really been struggling with Aramex call center. I have a package that has been stuck at customs (Johannesburg) for 20 days already. I have called numerous times where the agents tell me that they will email customs and notify my via sms or email shortly about what the state is. The last agent even said that it has been stuck there very long and that she will email the account manager and cc me on the mail. I have received no mail or communications otherwise. I have checked my spam folder as well. I am very disappointed at the level of support I have received from Aramex.

My tracking id is ********** 831