1 reviews | Active since Dec 2016
Parcel stuck at CBCU for over 4 weeks. Incredibly difficult to contact, no progress whatsoever.
<p>AWB: ********** 623</p> <p> </p> <p>My parcel arrived at OR Thambo on the 22nd of November. I was asked to submit additional paper work and proof of payment, which I did within 4 hours of them requesting. They then took 3 working days just to submit the documentation to SARS and the CBCU.</p> <p> </p> <p>For the last 4 weeks I have been through 3 customs assistants and then suddenly changed to someone else. All of them ask for patience, yet week after week there is absolutely no progress.</p> <p> </p> <p>I have to stay on hold for 8 minutes or more just to talk to someone who knows whats happening, only to get told that they still have nothing.</p> <p> </p> <p>This is not the first time they've delt with the CBCU, yet they seem completely unaware on how to work with them.</p> <p> </p> <p>Looks like me and my customers will all be without Christmas presents, because DHL can't drive 10 minutes from their office to talk to a CBCU staff member,</p> <p> </p> <p>All requests to speak to higher management within DHL have been denied.</p>
Dear Mr Walters,
Please accept my sincerest apologies for the manner in which this matter has been handled.
I attempted to contact you but your mobile rang unanswered so I left a detailed voice message for you .
I can assure you that this matter has not been taken lightly and is receiving the attention it rightfully deserves . In as much as DHL has a close working relationship with Customs, we still need to abide by the rules and regulations of SARS, - we do not control the Customs clearance process / turnaround time’s.
I have had a look at your case and can see that our Stops team are doing everything that they possibly can to have this matter resolved with CBCU – We are awaiting for feedback from your QA officer that will provide us with a verdict on the case.
I will be sure to follow up with Senior management of our Stops team tomorrow and provide you with feedback on your case until the matter has been fully resolved.
Please do not hesitate to contact me on my details below should your require assistance on the matter .
Kindest Regards,
Ms Buhle Sekoboane
Customer Care Executive Office
Dear Mr Walters,
Please accept my sincerest apologies for the manner in which this matter has been handled.
I attempted to contact you but your mobile rang unanswered so I left a detailed voice message for you .
I can assure you that this matter has not been taken lightly and is receiving the attention it rightfully deserves . In as much as DHL has a close working relationship with Customs, we still need to abide by the rules and regulations of SARS, - we do not control the Customs clearance process / turnaround time’s.
I have had a look at your case and can see that our Stops team are doing everything that they possibly can to have this matter resolved with CBCU – We are awaiting for feedback from your QA officer that will provide us with a verdict on the case.
I will be sure to follow up with Senior management of our Stops team tomorrow and provide you with feedback on your case until the matter has been fully resolved.
Please do not hesitate to contact me on my details below should your require assistance on the matter .
Kindest Regards,
Ms Buhle Sekoboane
Customer Care Executive Office