DHL is the absolute worst.

On Monday 11 September I telephonically ordered (I spoke to Nelisiwe Ntyalintyali) for collection of my passport from an Embassy to collect on Tuesday (12 September) between 08h00 and 12h00 (embassy times). I called in the morning and was assured everything was set, and my passport was to be collected. At the end of the day, the Embassy contacted me to tell me that my passport had not been collected. When I called DHL today (Wed 13 September), they gave me a waybill number and told me my package HAD been collected and was on its way to me. However, after calling a few times and speaking to various people, turns out there had been a mix up and I had been given an incorrect waybill number and my passport, is in fact, STILL AT THE EMBASSY.

1. I was told incorrect information and had to find out for myself that there had been a mix up 2. This highly inconveniences not only me, but the Embassy too. There is only a period between 08h30 and 12h00 that my passport can be collected 3. I have no assurance that I will get my delivery, and there is no space for error at this point 4. I am the one following up - DHL has not been in contact with me once, I have had to rectify this situation myself. I have spoken to 5+ different people.

I have now been assured that my passport will be collected today, and be delivered tomorrow. However, how the heck can I be assured that this will happen??? I have been told that I need to keep calling back, but no proof can be given to me that it is my passport being collected and not another error. I would like to speak to the driver and have them send photographic proof that it is in fact, MY passport. I also enquired about same-day delivery but this is not offered to be because I am not an "account holder", however I was expecting the delivery today so feel entitled to the delivery TODAY.

The urgency is that I need the passport to fly internationally and only have certain windows of opportunity to pick up my passport as it is being collected from an Embassy. If my passport is not delivered to me tomorrow, I have lost my window and will have no way of being able to fly. I am horrified, and incredibly stressed.

I had an issue with DHL the last time, in that my delivery wasn't made by 9am even though I had paid almost double for that. It took DHL 8 months to refund me, and I spent every week on the phone with them.

I will never use DHL again (obviously), nor will my affiliates. More than that, I am considering legal action if the situation is not rectified today.