Complaint: Repeated Payment Demands Without Substantiation of Customs Charges

I am lodging this complaint regarding the handling of an import charge of R143.95 relating to a rugby jersey T-shirt purchased for only R138.00.

Since 20 August 2026, I have repeatedly requested a proper explanation and supporting documentation for the charges being demanded. Instead of addressing the specific questions raised, I have continued to receive repeated daily emails demanding payment.

I am not refusing to pay legitimate customs duty, import VAT or properly disclosed clearance charges. My complaint is that I have not been provided with sufficient evidence or calculations demonstrating how the amounts demanded were arrived at.

The invoice currently reflects:

- Customs Duty: R56.70 - Import VAT: R29.25 - Handling Charge: R22.70 - Documentation Fee: R12.61 - Transfer Surcharge: R15.13 - Total: R143.95

The actual purchase price of the item is R138.00, meaning the charges being demanded exceed 100% of the value of the goods themselves.

I was informed that the rugby jersey attracts a 45% customs duty rate. However, merely stating a duty percentage does not substantiate the R56.70 charge. No HS/tariff classification, customs valuation, SARS assessment, customs entry or detailed duty calculation has been provided.

I have therefore specifically requested:

1. The HS/tariff classification code app**** to the item; 2. The customs value used in calculating the duty; 3. The applicable duty rate and calculation resulting in R56.70; 4. The relevant SARS customs assessment/customs entry supporting the duty and import VAT; 5. The calculation resulting in R29.25 import VAT; 6. The contractual/basis for the R22.70 handling charge; 7. The basis for the R12.61 documentation fee; and 8. The basis for the R15.13 transfer surcharge.

I have also specifically asked whether the R138.00 purchase price was the customs value used in the calculation and, if not, what customs value was used and why.

Despite these straightforward and reasonable requests, I have not received the requested supporting documentation or a substantive response. Instead, the response has effectively been reduced to repeated payment demands.

This is particularly concerning because I cannot reasonably be expected to accept the accuracy of a customs-related invoice where the underlying classification, valuation and calculation have not been disclosed.

If these charges are legitimate and correctly calculated, there should be no difficulty in providing the relevant customs documentation and a transparent calculation showing exactly how the amount was derived.

My requested resolution is therefore simple:

Please provide the complete supporting documentation and calculations for the R143.95 demand, including the applicable tariff/HS code, customs valuation, duty calculation, VAT calculation and itemised basis for all additional charges.

Until this information is provided, I dispute the amount being demanded and request that the repeated payment demands cease while the matter is properly investigated and substantiated.

I am placing this complaint on HelloPeter because my repeated attempts since 20 August 2026 to obtain a proper substantive response have not resulted in the requested information. I would appreciate a proper written response addressing each of the above points, rather than another automated or standard payment reminder.

I remain willing to pay any properly substantiated and legitimately payable amount, but I will not accept unexplained charges simply because payment demands continue to be sent.

I expect the matter to be investigated and the supporting documentation provided.