Worst Customer Service Ever

<p>I have used DHL as my shipping agent to import a shipment on my behalf in my personal name. The shipment was stopped by customs on 15 August 2016 for inspection. From the date of the shipment being stopped, we had been contacting DHL everyday. The response time received from the clearing agent is extremely poor. We have sent all the documentation to DHL as requested from customs case officer. Days will go by and we will not receive any response from DHL We then lodged a complaint through DHL customer care on 14 September 2016. We received 2 follow up e-mails between the customer care agent and the DHL clearing agent and they stated they are waiting to receive a letter of intent from SARS Customs Border Control Unit.</p> <p><br />After sending several e-mails and trying to contact the manager and clearing agent at DHL (please note that it is very difficult to get a hold of them via telephone), on 29th September 2016 we received an e-mail from the DHL clearing agent confirming that we have to pay penalties for over R5,000 to DHL. This amount is higher than the value of the shipment.</p> <p><br />We immediately requested the original letter of intent from DHL and to date we have not received the letter and once again our e-mails will not be answered for days on end even though each time we stress that our shipment is in high risk of theft.</p> <p><br />Here is a breakdown of the penalties charged as per the DHL clearing agent:-</p> <p><br />Customs penalty = ( (Misleading invoice to enter incorrect customs value) - None of the information provided was misleading and all the documentation had been sent to DHL with clear explanations and clarity.</p> <p>Customs penalty = ( Failure to register as importer) - Not once in the entire process, did the DHL agent ask if I had an importers code to clear the shipment.</p> <p>Customs penalty = ( Pending importers code ) - the agent did not advise us of the procedure and in turn failed to act as a clearing agent on my behalf in this transaction and to which we are no liable to pay penalties. We had used TNT before to bring in a shipment and they advised us of the procedure and even acted on our behalf as the importer and we paid a minimal fee for this. DHL did not even provide us with this option.</p> <p>Customs penalty = ( Failure to produce freight statement) - My colleague had a conversation with the DHL agent and she was told by the agent that the entry clerk at DHL had used a lower shipping value on the documents which caused a huge delay in the process and did not communicate with me to get the correct value. Now we are responsible to pay a penalty caused by DHL.</p> <p><br />DHL was listed as 'Top Employer for 2016" yet their customer service is deplorable and pathetic.</p> <p> <br />We would like to have this matter investigated and resolved as soon as possible as this is causing huge ramifications for us and do not feel that we should be liable for these penalties due to the *********** staff working at DHL.</p>