Atrocious Service & Unnecessary Delays
I hate to have to write this -- I really do -- but this has just gone too far.  

This afternoon I received a SWH letter regarding my parcel that has been sitting with DHL for the last month informing me that it has been moved today to the States Warehouse.  I do not understand why this has happened as I have provided every piece of documentation that has been requested of me in a timely manner. 

My parcel arrived in South Africa on 24 November 2019.  I did not receive a call from a DHL representative until 2 December 2019.  On 3 December 2019 I was asked by Tebogo to provide further details regarding my parcel which I did immediately.  

On 5 December 2019, she acknowledged my submitted documentation, noting that it was "well received" and asked for my ID number so she could proceed with clearance.  I sent it immediately, and she acknowledged it.


On 11 December 2019, I was contacted again by Tebogo and asked to provide a revised invoice.  I sent it on 12 December 2019 and Tebogo confirmed receipt of it a few hours later.

I have not heard from her since.

I emailed her on 20 December 2019 and 23 December 2019 asking for updates.  As both emails were ignored, I phoned DHL Express again and asked for a status update.  I was told Tebogo is on leave and my case had been passed onto another advisor (I did not get their name).  I was then told that there was an invoice that needed to be sent to me.  I was told it would be emailed immediately and it was not.

I phoned back again on 24 December 2019 and only then was the invoice sent to me.  The invoice itself was dated 24 December 2019.

I was unable to make payment on the portal, so I immediately phoned customer service again and was redirected to an Invoicing Clerk who provided me with DHL's EFT banking details.  I made payment ten minutes later and sent proof through to her.  She acknowledged the proof of payment and said she would forward it along to Tebogo.  I also sent further proof of payment to Tebogo's email.

I find your latest email, regarding what you call my "failure to comply", an insult.  First, it is dated 25 December 2019 and I only received it today, 15:16pm on 30 December 2019.  Second, I have provided every bit of information I was asked for in a timely manner.

Never, in any of the communication I received from DHL, was I told that my parcel was being "Detained by Port Health" like the email suggests.  I was told that the problem with my parcel was its incorrect invoice, which I helped correct by sending all the details regarding it.  I also provided a full list (including pictures) of every single item in the box!

I would like to know why my parcel was not dealt with efficiently.
 
I made payment to DHL on 24 December 2019 (a week ago!).  Why has nothing been done with that payment?  Where is that payment sitting?

It concerns me greatly that I am no longer able to track my parcel.  I would like to know where I can receive updates regarding it.  When will I finally be able to receive my parcel?

Why did it have to get to the point that this parcel has moved to the States Warehouse when I have done nothing but comply with every request made by the various DHL individuals I have spoken to?