Ecom Express — delayed deliver

My parcel was expected to reach me on 1st october 2019 but they hadn't delivered it till 10th october. Still they are keeping my parcel. I tried to call them but they are not giving good responce. My parcel contains healthcare product. I needed the parcel urgently but they are constanyly delaying it without giving any god reason. I called their customer service but they are releasing or putting my call on hold without any good reason.