Pathetic service from ARAMEX

I received a call on the 4th of September from Polite Radebe, requesting my ID number to clear my parcel from customs, which I provided immediately, as I did the same via email at the same time. I sent my ID number again via email on the 6th of September as I hadn’t received any updates. (It usually takes a day to finalize the amount of tax.)

At 9:17 a.m. on the 6th of September, I received another call from Polite, requesting a commercial invoice, which I sent within an hour. I sent another email to Polite to follow up on my parcel on the 10th of September, as she hadn’t responded. Unfortunately, she didn’t reply to my email, and I didn’t hear any update from Aramex until the 12th of September. I made a phone call to Aramex in the morning to find out what happened with my parcel—no response from the lady I spoke to earlier, but Polite called me at 11:26 a.m. to inform me that she hadn’t received my invoice yet.

I checked my email and confirmed that I had successfully sent the attached invoice on the 6th of September. I resent the invoice, and Polite confirmed that she received it and promised to call me back yesterday with an update—which she did not do. The next morning, I received a call from Nomahlubi Mkhuzangwe informing me that my parcel was still pending clearance because there was no invoice.

I can’t believe that Polite received my email but didn’t upload my invoice, and now I have to wait another week for my parcel to be released. Nomahlubi even said that the parcel is in Edenvale and I could collect it myself if I needed it urgently. How ridiculous is this? Why shall I pay for their mistakes??

I have a question: Why did Polite only inform me after 5 days had passed that she hadn’t received my invoice? Does this mean she didn’t follow up on my parcel during those five days ? Why didn’t Polite upload my invoice after she confirmed with me ?

Waybill number : ***