Aramex - POOR client service

I made use of the R99 Aramex bag from Pick 'n Pay in Panorama, to courier a parcel to one of my clients in Pretoria. Loaded the shipment details on their new online portal and sent it off. I was not able check the status of the parcel online using my waybill number as I kept getting an error message saying the waybill number is 'invalid / does not exist". My client had let me know she did not receive any package yet (package was sent Wednesday, I checked in with her on Sunday). Sunday afternoon I received a message from a lady who had received my package saying she had not ordered this package, could she courier it to my client. After chatting with the lady she said she stays in Mpumalanga and is not sure how she received the order as she sees I sent it to an address in Pretoria. I transferred her the money for the pckage to overnight as the wedding of my client is this weekend and she urgently needs the package before then.

I email Aramex on Monday morning asking about my 'invalid' tracking number. They tried phoning me twice, I unfortunately missed their call. When I tried phoning back and was eventually put through to a call centre agent, once they received my tracking number they asked me to hold while they quickly check their system. I was put on hold for longer than 10minutes until I eventually put the phone down - this happened 3 times.

It is now a week later since I sent my package and I have received no email answer or call back from them. This package which was meant to cost me R99 to courier has cost me almost R300 to get the package to my client.

I do not understand how they deliver a package in Mpumalanga which was meant to be delivered in Pretoria when they have EVERYTHING they need loaded onto the shipment details (address, postal codes etc).

Also, what is their verification process when handing over a package to a client? Do they not ask for the receivers name etc?

The absolute WORST experience with a courier company, or any company for that matter in regard to client service. I understand accidents happen, but the utterly poor client service I received is what is the most frustrating.

I will never reccommend this company to anyone, ever.