Aramex Does Not Deliver My Shipment Or Returns

I had a very bad user experience with Aramex and continue to have it. I placed an order with Urban Outfitters two weeks ago, and they said they would ship the cargo via Aramex. Aramex sent me a form link where I could enter my ID information. I was certain that my identification information was correct, but it was not accepted. I attempted to contact Aramex, but the support emails returned an automated response stating that we cannot assist you from here. There is no chat option on the website, and the company cannot be contacted. I messaged them on Instagram, and they said they fixed it. They haven't done anything in two weeks, and they still say they will fix it, but my cargo isn't moving at all. I tell them I asked for a refund, and they still say they will fix it. I'm curious what the problem is; could you explain it? They don't say what the problem is, so I don't know what to do; I believe I've been duped.