Package Delivery Not Cancelled

I submitted a complaint to PostNet, Thursday 18 June 2020 at 12:39pm, up till now I have not received any feedback which is very disappointing.

I sent a package via PostNet from the Kuils River branch in Cape Town to Kempton Park on 18 June. That same evening I realised that the recipient of the package I sent is a *********. Your call centre was closed so I could not inform them to cancel the delivery and had to wait till 8am the next morning.

I called the Kuils River branch at 08:03am informing them to help with cancelling the delivery, my request was not taken very seriously until I had to force the gentlemen to make an effort at least. I then called your call centre in JHB for assistance. I waited 10 minutes for assistance and could only speak to the call centre agent Valencia at 8:13am, in this time Valencia called the Zone manager of Kempton Park who has the contact number of the driver. The zone manager was not picking up his phone and Valencia sent him a Skype message and some other type of message which I can’t recall. I was not happy as I wanted confirmation that the driver was contacted. Valencia called the zone manager again with no luck. She then sent all the zone managers in the area a message to have the package cancelled. I requested Valencia to keep me updated to ensure this package is not delivered. I have up till today, have not received any call from her or anyone else explaining why the package was not cancelled.

At 10:06am I received an sms confirming that the package was delivered to the *********. I tried calling back four times between 10:22 and 10:58am to the call centre, the one time I got through, the call got cut and I could not get through again, hence I then sent the complaint email.

My claim is against ARAMEX for the value of the package as ARAMEX was in the position to stop the delivery and failed in its duty after I made all the effort to have this done. The unavailability of key contact employees to contact the driver and non-communication from the agent to advise me on the process after my request contributed to the loss I incurred. The only communication I received after my complaint was an sms confirming the delivery was done. This was not the outcome I requested nor expected. I will appreciate feedback and compensation on the above claim.