Pep Paxi parcel theft

I had asked my sister to send me a parcel from home in Polokwane and to send it to me in Midrand. The parcel was dropped off at pep on the 20th of July and we got an estimated date of arrival was 2nd August 2022. When I tracked the parcel I learnt that the parcel was at a Depot in Durban. I called the call centre to ask why the parcel is in Durban and they said it’s their central drop off depot from Limpopo, when I asked them to give me the contacts of the courier company that will bring the parcel because they said the parcel is with the company they gave me a doggy courier company name called PKL, and the said they couldn’t give me contacts because they only deal with them via emails and they will send them a query to find out why the parcel hasn’t left yet. . The call was never resolved and didn’t even get a message to rate the call as they normally do.

The 2nd passed and there was no communication and when I followed up via their WhatsApp channel, the response was that the parcel is marked as incident risk. When I asked what that means they did not respond to me.

I followed up again on the 8th and they said risk incident

We than got messages that the parcel was involved in a truck accident and we will be called for claim.

I called them and asked what the message meant and they said the parcel was part of the ones damaged. So we can just claim . I asked what the value of this claim is and if they had an idea what the parcel value is since they were discarding my query .

I asked them if I could get the parcel in damaged condition because it had sentimental value and I want it either way , they said no.

I asked for an escalation to management and they said that they are not on the floor.

My sister says they saw what’s in the parcel and the cashier had an interest in the package. All of a sudden the parcel is damaged beyond it being sent to me in whatever condition.

I asked them how do they know is parcel is damaged because it’s in a contained bag and for them to know it means they opened the parcel.

I am asking for assistance Devi and your team to kindly investigate this syndicate of theft happening with Pep Paxi and it’s partners. I also want my parcel back irregardless of the condition it may be in. Secondly I want proof of that accident and the extent of that accident resulting in some parcels being damaged and others not being damaged.

Also when the parcel was out for delivery I did not get a message to notify me of that, why was I not updated as they do.

The shocking thing is that I had another parcel sent to me via Pep Paxi and it arrived within 2 days from being sent from Limpopo to Midrand and it did not go to the Durban Depot and it was couriered by a different courier company