AG-Vancouver

When my container did not arrive in Slovakia August 18. 2023 I called customer service German -Hamburg asking where my container was. I was told they send the Arrival Notice to the email generated by the computer, that was an old email. When my Logistics company in Vancouver asked how many times the Arrival Notice was sent to a new email address he didn't get unswear. Hamburg customer service Fynn ----- was keeping me on the email for weeks asking questions that are on the Sea Waybill and later he ask for POA (Power of Attorney) When I sent him the SK and DE version signed by the consignee, he sent me the official Hapag Lloyd form and asked me to sign it again by consignee.At this point I asked Fynn if he knew where the container was and if he was just keeping me busy with email until they found it. I never got an answer. I was transferred to Prague, Czechia and everything started again. Hamburg- Germany did not want to share any information with Prague- Czechia they collected from me. Hamburg -Germany should have transferred me directly to Prague because that is the local office for the eastern country. Now at least, Prague contacted the consignee directly and everything started to move. The container finally arrived on October 25, 2023 and I was required to pay "Destination Storage Charges" of CAD$15,184.33. January 1. 2024 I disputed the charge to Hapag Lloyd Montreal, Canada. Bruna ----- was assigned to assist with the dispute.March 19. 2024 I received an email from Bruna saying that a credit note was issued for this Invoice. When I asked to provide me and my Logistics company in Vancouver a copy of the credit note we did not get any response. When I finally got her on the phone, she sent me an email saying "after extensive investigation" but in the first point "Arrival Notice was sent" she acknowledged the use of the old email address that caused the delay the invoice in question is deemed valid. Hapag-Lloyd has adhered to established procedures throughout, and we cannot accept liability for any customs issues or resulting delays. In Sept. 2024, I filed a complaint with BBB (Better Business Bureau) in Canada.For 1.5 months trying to contact Hapag Lloyd, BBB did not get a response. Hapag Lloyd does not care about any of their customers, small or large. Poor knowledge of the job and rush,rush or perhaps this is a new way to increase their revenue. How sad!