DHL Scumery
We got a quote from DHL to ship some equipment to Canada for repair and the quote was over R32k with insurance as the item would cost R1.6M to replace I was happy with it, but the company director said that our insurance already covers the equipment and it was an unnecessary additional fee.

I requested that the quote be updated to remove the insurance fee, include the company name and VAT number as well as the delivery address before we make the payment. We then received an updated quote for shipping the same item at R11k, we made the payment and they collect the equipment on the 21st October 2020 with an estimated delivery date of the 27th October 2020.

As the equipment had still not arrived today 29th October 2020 I called them to track it down, the operator proceeded to tell me that there is a 2kg weight difference from the quote and when they weighed it and that an additional payment is now required. I apologized as the weight difference was probable caused by the ½ roll of bubble wrap I forced in to the box, I mentioned that I was concerned about not being contacted for 8 days regarding his issue. This was met with silence. 

The call centre operator then quoted me R24,193.24 and said I must pay the additional R12, 601.18 for the extra  weight…. That is more than double the original quote. How can you justify that price increase for 2kg? I asked to speak to a manager to try a reach a reasonable solution. I was refused, but promised that the manager will be notified, look into the issue and call me back. No call has been received.

A few min later I receive an email from the “manager” stating the following and I quote:

“Dear Logan

Trust this mail finds you well

Please kindly note in relation to the above mentioned shipment. We billed and quoted you at R11 592.06

We have reweighed the shipment and the total charges come up to R24 193.24

Since you have already paid the R 11 592.06 there is a difference of R12 601.18 that is currently outstanding.

Please kindly complete the above mentioned payment so we can have your shipment moving to destination soonest? I have attached banking details for ease of reference . Kindly use reference number ######## when making payment and forward me the POP once payment is completed

Looking forward to hearing from you

Kind Regards,
############”


What am I suppose to do here?
Should I go to the DHL depot and pull the bubble wrap out of the box?  
Last time I requested a refund from DHL was in June / July last year, still waiting for that call back also