Disappointed helper

URGENT COMPLAINT: Wrong parcel delivered by PAXI and no resolution after more than a month

I am extremely disappointed with the way this matter has been handled by PAXI and PEP.

My helper's daughter sent her a parcel from *** Pretoria to *** Westonaria on 17 August 2026 through PAXI. The parcel contained a new skirt, a new top and a new cellphone. On the day it was sent, the recipient received the PAXI notification containing the *** for the parcel.

On 25 August 2026, she received a notification that the parcel had arrived at *** Westonaria. She went to the PEP/PAXI collection point to collect it and was given a parcel carrying the same original ***.

However, when she got home and opened the parcel, she discovered that the contents were completely different from the items that had been sent by her daughter. The clothes inside are not hers, and the cellphone she was supposed to receive was not there.

She immediately returned to the Westonaria PEP store and explained what had happened. She was told that they would investigate, trace the parcel and contact her.

On 28 August 2026, after receiving no feedback, she went back to the Westonaria PEP store. She was again told that they had no feedback yet and that they would contact her.

She even asked whether she could leave the incorrectly delivered parcel with the store because the clothing inside does not belong to her and she cannot use it. They refused to take the parcel back, telling her that they would contact her.

It has now been more than a month, and this matter is still unresolved. We have repeatedly tried to get assistance, but nobody has provided a proper explanation of how a parcel with the correct *** could be handed over while containing completely different items.

There is an additional serious concern: the cellphone's documentation/receipt was inside the original packaging, so we no longer have those documents because the phone that was sent was not in the parcel received.

We need PAXI/PEP to urgently:

Investigate how the wrong contents ended up inside a parcel carrying the correct ***. Locate the original parcel and the items that were actually sent. Arrange for the incorrect parcel to be collected/returned. Provide a clear explanation of what happened. Ensure that the cellphone, clothing and other items originally sent are recovered or provide appropriate compensation if they cannot be recovered. Give us a proper *** and written feedback on the investigation.

This has gone on for far too long. The recipient should not have to keep going back to the store without receiving any meaningful assistance or feedback.

PAXI/PEP, please resolve this matter urgently.