Bad Service

I had a shipment which was delivered on 24/10/2017 and today I am notified that there is an amount that I need to pay. I sent Minah Sibeko whom is an ROD Administrator an email informing her that how come I have to pay for customs clearance almost 3 months later. She gave me a call and stated 3 stories 1) maybe it was a mistake, 2) FedEx paid for me and I had to pay them back,3) the delivery guy did not notice that the parcel was confined. I have been using FedEx for a while and I already know the process: the shipment gets confined until I send you guys my ID number, commercial invoice and proof of payment then I get invoiced, then I make a payment and my shipment gets released. My query to her was that why am I inconvenienced due to end error that occurred from your side and why did it take so long for you guys to pick this up. Instead of trying to find solutions she was just rudely interested in me making a payment, I even asked if my query is considered and she blatantly ignored my concerns and continued demanding that I make a payment.

This is poor customer service to say the least, I cannot be inconvenienced for a mishap that happened from your side, someone made a mistake and it wasn't me. And please teach you employees the decency of acknowledging customer's concerns. Minah Sibeko is not doing any justice to your company's image and reputation, as an employee she is the face and the voice of the company and her people s****s and query handling s****s are horrible to say the least