Ecom Express — Order has reach the destination but has been held for over 10days for no reason

The estimated delivery date given to me by ecom- express was 5th November 2021 for my order with (AWB No: [protected] ) The package reached the destination location the same day but an attempt to deliver the package wasn’t made at all I waited for another day but the package still wasn’t delivered to me so I wrote an email explaining my problem but received a very automated response providing no solution. I called their customer service several times but was told each time that my order would be delivered within 24hrs it’s been OVER 10 DAYS and my order is still being held by them for no reason at all . This courier service is very unreliable and unprofessional. Please look into this issue as soon as possible