1 reviews | Active since Feb 2017
Charged for educational papers weighing 1.86kgs
I shipped some educational material to Canada from my educational Institute in SA, these documents include transcripts as well as my degree certificate for education verification in Canada. DHL picked up the package, weighed it when it reached their first depo, this is where the package apparently weighed 1.86kgs, which is quite frankly impossible. I have been struggling since the 19th of Feb to get my issue resolved where an additional charge was made to my credit card for the value of 1630.44 ZAR, after paying the initial quoted price of 530.84 ZAR. First of all, this second charge was not authorised by me, DHL just did the charge since they already have my details after I booked the pick-up shipment of the DHL Express website.
Now I am being told by Avery Visage (DHL person handling my complaint to ********** that your accounts department does not see any of my 2 transactions and there is still another 500 odd ZAR amount outstanding. I have already sent in a refund form containing my bank details and everything, but now I am being given the run around for weeks. I have also sent proof where I weighed papers I have from my educational institute, proving that the papers can not possibly weigh 1.68kgs.
I would like this issue resolved soonest, after multiple emails to ********** and also contacting DHL Africa on twitter, but to no avail. DHL REQ ID ********** 74 DHL Reference ID: ********** 2 Waybil number can be provided on request.
Thank you for bringing your concern to my attention and I would like to apologise for the inconvenience
As discussed, I will be investigating the reweigh of your shipment as this is the crux of your concern. Your shipment was booked as a 0.5Kg shipment. Our service station however reweighed your shipment and it came up to 1.64kg. Once the reweigh was concluded your actual billing changed from a shipment that was of 0.5Kg to a 2Kg shipment. When you were initially billed, DHL took a buffer amount that would be pending until reweigh was done. As there was a weight discrepancy the buffer amount was absorbed and an extra charge was place forward to the value of the reweigh. To confirm the above mentioned i will be communicating with Avery and our operational team.
Kindly expect me to get back to you this afternoon prior to 15:30PM
RegardsMulondi Dzebu Customer Care Executive
Thank you for bringing your concern to my attention and I would like to apologise for the inconvenience
As discussed, I will be investigating the reweigh of your shipment as this is the crux of your concern. Your shipment was booked as a 0.5Kg shipment. Our service station however reweighed your shipment and it came up to 1.64kg. Once the reweigh was concluded your actual billing changed from a shipment that was of 0.5Kg to a 2Kg shipment. When you were initially billed, DHL took a buffer amount that would be pending until reweigh was done. As there was a weight discrepancy the buffer amount was absorbed and an extra charge was place forward to the value of the reweigh. To confirm the above mentioned i will be communicating with Avery and our operational team.
Kindly expect me to get back to you this afternoon prior to 15:30PM
RegardsMulondi Dzebu Customer Care Executive