CS
Christian S

1 reviews | Active since Aug 2018

26 Feb 2020, 11:46

How is this legal?

Shocked and disgusted. I shipped a package in from America using MyUS's services. MyUS made the mistake of listing the value of the package as more than double its actual value ($924.99 instead of $419.98) even though I submitted the invoice from Amazon before the package was even logged. I notified them immediately of the problem before the package was even marked for shipping. Eventually they rectified their mistake and paid me the erroneous overcharged amount for insurance and insured me that they will notify FedEx of the problem so that they don't charge me incorrectly for import taxes.

Shortly afterwards I had a phone call with a FedEx employee (Innocentia Sithebe) and notified her on the call about the error and afterwards I sent her an email with the original invoice as proof of the actual value of the package. (This was before the package even left America). I have the emails as proof.

A week later I got an invoice from FedEx to pay more than double the VAT that I should be paying and listed the incorrect value of the package $924.99 (Instead of $419.98). I responded immediately notifying them that they made a mistake and forwarded them the email correspondence that I had with both MyUS and FedEx to notify them of the problem far in advance, but FedEx (Vanessa Christine Vorster) told me that customs cannot accept a second entry and FedEx will not be taking responsibility for the mistake even though I forwarded them all the proof that I did everything in my power to notify them far in advance.

I am honestly lost for words. I did everything in my power to try and fix other people's mistakes as soon as possible, but still they just bulldoze over you and refuse to take responsibility for their mistakes. I wish I was in a better financial position to do something about this in a court of law.

0
Replies (2)
Fedex Express
Fedex Express's reply26 Feb 2020, 13:51
Official
Thank you for taking the time to write about the experience that you have had with FedEx. Please allow us a short while to investigate the circumstances around this issue.  A member of our management team will make contact with you directly to resolve this as soon as possible. I trust that this is in order.

Regards,
Melanie
CS
Christian S's update27 Feb 2020, 12:57
Reviewer Update
Melanie Goolam managed to turn the situation around and resolve the issue. Thank you for your professional and timely assistance on the matter. It was a frustrating situation and it shouldn't be necessary for customers to have to go to these extremes, especially if all the evidence was provided right from the start. However Fedex did take responsibility in the end and I'm looking forward to receiving my package soon. I'd update the star rating if I could.