Incompetence to correct a VAT invoice
I am struggling now more than a week to get details on a VAT Invoice I paid changed for a SARS VAT audit. The incompetence of Joe Makwakwa is unbelievable. He surely changed the invoice and made it out to a different company!
Then when I query that they all went silent, 2 emails to Nicole Botha, the query handling administrator, and a phonecall (had to leave a message to her assistant as she was in a meeting), had zero reaction back.
If TNT can do the same thing in 2 hours, I would have thought DHL could do it in 1 week at least. I need it handled PRONTO as the money I am about to lose because of DHL amount to R1046.10, and that is not acceptable.
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DHL Express's replyOfficial
06 Sept 2019, 14:39 Dear Kin, Thank you for contacting DHL Express . Please accept our apologies regarding the manner in which this matter has been handled . I assure you , that this does not reflect the level of Service DHL Prides itself with . As it currently stands , this has been escalated internally to the relevant department manager to attend to as a matter of urgency to ensure that the voucher of correction is processed . Should additional assistance be required, please do not hesitate to contact me on the details below and I will gladly assist . Regards, Ms Buhle Sekoboane
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
DHL Express's reply06 Sept 2019, 14:39
Official
Dear Kin, Thank you for contacting DHL Express . Please accept our apologies regarding the manner in which this matter has been handled . I assure you , that this does not reflect the level of Service DHL Prides itself with . As it currently stands , this has been escalated internally to the relevant department manager to attend to as a matter of urgency to ensure that the voucher of correction is processed . Should additional assistance be required, please do not hesitate to contact me on the details below and I will gladly assist . Regards, Ms Buhle Sekoboane
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
Customer Care Executive Office DHL Express – South Africa
DHL House
Cnr: Fabriek and Van Acht Streets
Isando, Gauteng, 1600
's updateReviewer Update
09 Sept 2019, 18:55 Well now, where should I start. I am now disgusted to say the least
Got a call on Friday from someone at DHL, I, unfortunately, did not get his name, to call Meegan at Inexpress she will handle it. Now this by itself is very unprofessional as I was dealing with DHL and paid DHL and the VAT invoice I require must be from DHL.
Who are Inexpress and why should I follow up with them, this is between them and DHL, right? I did not have any dealing with them.
Well, I anyway phoned Meegan and she said she will have it handled. That same day I received an amended invoice from Nicole from DHL with still the exact same wrong details.
I rep**** today to Nicole and said it was still the wrong invoice. Now suddenly after 2 weeks of struggling to get an invoice change, she wants proof that I paid an invoice of 5 months back. I send her the proof of payment from Lions gate that is the credit card company DHL uses for credit card transactions. This proof of payment even shows the transaction reference number they should be able to easily track.
That seems to not be good enough, she now wants my bank statements! And also that I must speak to Meegan from InExpress, a company I have no dealings with because she does not want to double invoice. Why should I speak to Meegan? She must speak to Meegen or whoever from DHL, right?
Now, this is getting out of hand, to say the least. But the worst is still to come.
I emailed her and told her that she can speak to Meegan herself, DHL internals has nothing to do with me, right? I was invoiced by DHL and I paid DHL, right?
In that same email, I said she must be near her phone as I am going to phone her now. I got transferred all over the place and had the distinct feeling that she is busy doing her best not to speak to me. It got confirmed when I eventually speak to another lady that tells me Nicole said I must phone Meegan! I said, get me Nicole on the phone now as I want to speak to her and the phone got thrown down in my ear. I phoned again and this time the phone in that department just kept on ringing.
This is now past basic handling, it is passed simple excuses. I was treated is a disgusting way and I will not stand for it. This will be sorted and I will not be ignored. How we go about it is up to DHL.
Got a call on Friday from someone at DHL, I, unfortunately, did not get his name, to call Meegan at Inexpress she will handle it. Now this by itself is very unprofessional as I was dealing with DHL and paid DHL and the VAT invoice I require must be from DHL.
Who are Inexpress and why should I follow up with them, this is between them and DHL, right? I did not have any dealing with them.
Well, I anyway phoned Meegan and she said she will have it handled. That same day I received an amended invoice from Nicole from DHL with still the exact same wrong details.
I rep**** today to Nicole and said it was still the wrong invoice. Now suddenly after 2 weeks of struggling to get an invoice change, she wants proof that I paid an invoice of 5 months back. I send her the proof of payment from Lions gate that is the credit card company DHL uses for credit card transactions. This proof of payment even shows the transaction reference number they should be able to easily track.
That seems to not be good enough, she now wants my bank statements! And also that I must speak to Meegan from InExpress, a company I have no dealings with because she does not want to double invoice. Why should I speak to Meegan? She must speak to Meegen or whoever from DHL, right?
Now, this is getting out of hand, to say the least. But the worst is still to come.
I emailed her and told her that she can speak to Meegan herself, DHL internals has nothing to do with me, right? I was invoiced by DHL and I paid DHL, right?
In that same email, I said she must be near her phone as I am going to phone her now. I got transferred all over the place and had the distinct feeling that she is busy doing her best not to speak to me. It got confirmed when I eventually speak to another lady that tells me Nicole said I must phone Meegan! I said, get me Nicole on the phone now as I want to speak to her and the phone got thrown down in my ear. I phoned again and this time the phone in that department just kept on ringing.
This is now past basic handling, it is passed simple excuses. I was treated is a disgusting way and I will not stand for it. This will be sorted and I will not be ignored. How we go about it is up to DHL.
's update09 Sept 2019, 18:55
Reviewer Update
Well now, where should I start. I am now disgusted to say the least
Got a call on Friday from someone at DHL, I, unfortunately, did not get his name, to call Meegan at Inexpress she will handle it. Now this by itself is very unprofessional as I was dealing with DHL and paid DHL and the VAT invoice I require must be from DHL.
Who are Inexpress and why should I follow up with them, this is between them and DHL, right? I did not have any dealing with them.
Well, I anyway phoned Meegan and she said she will have it handled. That same day I received an amended invoice from Nicole from DHL with still the exact same wrong details.
I rep**** today to Nicole and said it was still the wrong invoice. Now suddenly after 2 weeks of struggling to get an invoice change, she wants proof that I paid an invoice of 5 months back. I send her the proof of payment from Lions gate that is the credit card company DHL uses for credit card transactions. This proof of payment even shows the transaction reference number they should be able to easily track.
That seems to not be good enough, she now wants my bank statements! And also that I must speak to Meegan from InExpress, a company I have no dealings with because she does not want to double invoice. Why should I speak to Meegan? She must speak to Meegen or whoever from DHL, right?
Now, this is getting out of hand, to say the least. But the worst is still to come.
I emailed her and told her that she can speak to Meegan herself, DHL internals has nothing to do with me, right? I was invoiced by DHL and I paid DHL, right?
In that same email, I said she must be near her phone as I am going to phone her now. I got transferred all over the place and had the distinct feeling that she is busy doing her best not to speak to me. It got confirmed when I eventually speak to another lady that tells me Nicole said I must phone Meegan! I said, get me Nicole on the phone now as I want to speak to her and the phone got thrown down in my ear. I phoned again and this time the phone in that department just kept on ringing.
This is now past basic handling, it is passed simple excuses. I was treated is a disgusting way and I will not stand for it. This will be sorted and I will not be ignored. How we go about it is up to DHL.
Got a call on Friday from someone at DHL, I, unfortunately, did not get his name, to call Meegan at Inexpress she will handle it. Now this by itself is very unprofessional as I was dealing with DHL and paid DHL and the VAT invoice I require must be from DHL.
Who are Inexpress and why should I follow up with them, this is between them and DHL, right? I did not have any dealing with them.
Well, I anyway phoned Meegan and she said she will have it handled. That same day I received an amended invoice from Nicole from DHL with still the exact same wrong details.
I rep**** today to Nicole and said it was still the wrong invoice. Now suddenly after 2 weeks of struggling to get an invoice change, she wants proof that I paid an invoice of 5 months back. I send her the proof of payment from Lions gate that is the credit card company DHL uses for credit card transactions. This proof of payment even shows the transaction reference number they should be able to easily track.
That seems to not be good enough, she now wants my bank statements! And also that I must speak to Meegan from InExpress, a company I have no dealings with because she does not want to double invoice. Why should I speak to Meegan? She must speak to Meegen or whoever from DHL, right?
Now, this is getting out of hand, to say the least. But the worst is still to come.
I emailed her and told her that she can speak to Meegan herself, DHL internals has nothing to do with me, right? I was invoiced by DHL and I paid DHL, right?
In that same email, I said she must be near her phone as I am going to phone her now. I got transferred all over the place and had the distinct feeling that she is busy doing her best not to speak to me. It got confirmed when I eventually speak to another lady that tells me Nicole said I must phone Meegan! I said, get me Nicole on the phone now as I want to speak to her and the phone got thrown down in my ear. I phoned again and this time the phone in that department just kept on ringing.
This is now past basic handling, it is passed simple excuses. I was treated is a disgusting way and I will not stand for it. This will be sorted and I will not be ignored. How we go about it is up to DHL.