PEP Durbanville

I am writing to formally raise a complaint regarding a parcel I sent through PEP (Durbanville, Western Cape), on 19 August 2025. The parcel was scheduled to reach the recipient, my son, on 26 August 2025. As of today, neither I nor my son have received the parcel.

I have been in contact with both PEP and Paxi multiple times to track the parcel. Today, after repeated attempts to resolve this matter, I was informed that the parcel is considered lost and that I would need to have taken a insurance out in order to claim compensation.

At no point during the sending process was I informed that a insurance was required for compensation. I was not offered the option to take out a insurance , nor was I advised that an additional payment would be necessary for this protection.

Given the circumstances, I request that PEP take full responsibility for this lost parcel and provide compensation without any additional requirements. The lack of transparency regarding the insurance constitutes an unfair practice and has caused me considerable inconvenience.

I expect a prompt response and resolution to this matter. Please provide confirmation in writing of the next steps, including the process for compensation.

Thank you for your immediate attention to this urgent matter.

Yours sincerely,

Carol