Worse service ever: Unprofessionalism and incompetency

On Monday, the 27th July i contacted DHL, requesting them for their courier services, to collect my degree from Wits University, in Braamfontein to my house. I was advised that It will be delivered by Wednesday, the 29th July. The delivery never took place, following week I called to inquire and i was advised that the driver went to Wits and was told my degree was not ready for collection even though i had received an email from Wits stating that my degree was ready. upon contacting Wits University i then found out this information was incorrect, DHL has never attempted to collect my degree. I then contacted DHL again, seeking a new waybill as requested by Wits to which i was advised by DHL that my degree was collected and delivered in Pretoria. I do not live in Pretoria and I certainly did not provide DHL with a Pretoria address, DHL advised me that they will investigate and call me back and no one called back.

At this stage, i then decided to email Wits and find out if indeed my degree was collected, and i was advised that it was never collected, they still have it. Due to the covid pandemic, i was not allowed to go fetch it. We did a lot of back and forth, even Wits contacted DHL, as their preferred service provider to no avail. No one could tell me, when my degree would be collected, they kept telling me they are investigating.

I could understand what the investigation is about because i had an email from Wits confirming that they still had my degree it was not collected, so why investigate instead of collecting the degree, is beyond me. At last Wits got tired and asked me to come collect the degree and advised DHL to refund me as they have failed to provide me with the services. I collected my degree last week Friday. Lo and behold... an hour after collecting my degree from Wits, i received an email from Juliet Botman, DHL customer agent, advising me that they have collected my degree from Wits, but i had my degree with me. I have never, ever experience anything like this, the lies, unprofessionalism, and incompetency. I have been waiting for my refund, again I have been told since Friday that someone will contact me, and it has not happened, not even sure if it will happen.