DHL Express owes us R117,989.99 in overpayments – no response from assigned contact despite repeated follow-ups

Dear DHL Express Team, I am writing to formally lodge a complaint regarding a significant overpayment issue on our account. We have been consistently overcharged on multiple shipments, resulting in DHL Express owing us a refund of R117,989.99. Despite our good faith efforts to resolve this amicably, we have received no meaningful progress or communication in recent weeks. Key timeline and details:

We identified the overpayments and raised the matter internally with DHL. The last direct communication was with Daphne from DHL on 10 February 2026, where we discussed the overpayment and expected resolution steps. Since then, Daphne has not responded to our follow-up emails or provided any update on the refund process. When we contact DHL Customer Service (via phone), we are repeatedly advised to "deal directly with Daphne" as she is handling the case. When we call our local Polokwane branch, staff assure us they will contact Daphne on our behalf — but this has not resulted in any response or progress from her side.

This creates a frustrating loop: everyone points to Daphne, but Daphne is unresponsive. We have been patient and professional throughout, but the lack of follow-up on such a substantial amount (nearly R118,000) is unacceptable and affects our business cash flow. We kindly request the following resolution as a matter of urgency:

Immediate investigation and confirmation of the overpaid amount of R117,989.99. Processing and issuance of the full refund to our account (please advise preferred method — bank transfer details can be provided). An explanation for the delay in communication and why our assigned contact has gone silent. Assignment of a new, responsive contact person if Daphne is unavailable, to ensure proper closure.

We value our long-standing relationship with DHL Express and would prefer to resolve this privately and quickly. However, if we do not receive a substantive response within the next 7 business days, we will have no choice but to escalate further (including through relevant consumer protection channels). For reference, please link this to our account / relevant waybills (happy to provide specifics privately if needed). Thank you for your immediate attention. Kind regards,