Idiotic Policies...

I don't know if I am in the wrong here or maybe I was just expecting a little more from them! I had a parcel delivered to me earlier in December that they did within one day and I was really impressed. Naturally when I had to send a parcel urgently for a client I thought to myself lets use them. I phoned the call center explaining the area and gave me an eta. I confirmed with my client and paid. They collected and me, I closed my laptop assuming this is a done deal. Just to be called today (a week later) by my client stating the package was not delivered. I then checked my emails and saw the package was on hold because of an additional R108 that needs to be paid this after paying over R700. Now am I wrong to have expected a call to state that amount has changed (on that I filled measurements in on the website stated there is two of them, I followed your systems instructions to the T?) Its the end of December and I am trying to not look at emails every 10 min? THEN if you log back in again you cant make the payment on the website there is no option? You have to get the branch to send you a link to do the payment?

When I phoned and asked why they did not phone me I was told that is not their policy.

I really think you want to rethink your policy. So in short, two things: 1. when you put someone's package on hold please have the common decency to PHONE and inform the client! and 2. Give the option to do the payment on your website, it just kind of makes sense.