Missing parcel

My husband bought goods from Gearbest December 2017 and they used Aramex as their prefered courier. A tracking number was provided to him by Gearbest in Hong Kong and he went on Aramex's website to track the shipment. He was very excited when it stated that it in customs in Johannesburg. He was even more excited when it stated it was cleared from customs on the 29th of December 2017. On the 2nd of January 2018 he received an email from Aramex stating that they can't find the package and that they will keep in contact. That is when everything went south. We've been phoning them (the guys from customs and the risk department does not pick up their telephone) and at first the Stellenbosch branch told me that the package is not missing or ******. I don't need to worry. Well, now they are telling me the package is missing and never arrived in Johannesburg. I've contacted Gearbest but they are telling me it will take them 3 to 7 days just to get confirmation from Aramex that it was shipped from Hong Kong. In my opinion it doesn't look like they are even considering crediting my husband. It's beginning to look like either the package was never shipped or it was ******. And nobody would give me a straight answer on what has actually happened. Gearbest is telling me it is Aramex and Aramex is telling me it is Gearbest. In the meantime, my husband paid a lot of money for the package and we still don't have it.