Poor customer support

I called Tengitile Dlamini yesterday re a package I booked online for pickup in the UK.

It transpired that I was suppose to book the pickup telephonically and complete certain forms.

DHL also accepted payment for the waybill ***).

I asked Tengitile to cancel the waybill and refund/cancel the payment. She then asked me to send proof of payment. Re proof of payment I explained that I only have the DHL debit from my account as proof of payment. Spent the rest of that day sending emails to explain that was all the payment information I had and she kept persisting that their accounting department required proof of payment or could do nothing.

I asked her to call me back as I spent an inordinate amount of time on the phone and she said that she was too busy to make a call back. Called her this morning to resolve the issues and she was on another call so I left a message with her colleague to call me back - she never did call back.

I called their customer support today and they put me through to their accounts department (spoke to Glen). He explained that the money will automatically be refunded because the waybill will not be scanned. Why couldn't she explain it properly instead of frustrating me with asking to provide a payment document I don't have/never received?

DHL need to train their support staff better.