The way in which The Courier Guy overcharge

For a while now The Courier Guy has been overcharging my account when parcels are send from JHB to PE. Initially I thought is was just a simple mistake, but it occurred every time when I had parcels collected for shipment over a few months now. Every time I received an apology and the account was corrected, but it always took a few days and a lot of my time to get their mistake corrected.

Although TCG is quite aware of the reason for this error on their side (it was even confirmed by TCG employees that I spoke to about the problem), nothing has been done to correct this, which makes me wonder about the reason for not fixing their mistake. They have a system which automatically scans parcels to calculate the rate (which is great on the surface), but the systems fails when it comes to flyer bags because it cannot distinguish between the part of the flyer bag that will never take up any space once shipped so volumetric weight is calculated incorrectly. I always pack my orders inside a small box which I then place inside the flyer bag (as is quite normal and acceptable with all other courier companies). Until yesterday, it was annoying, but then I received an email from The Courier Guy informing me that they were not going to refund the full value of the mistake in their system - just a portion, because it was my mistake for putting the small box inside the flyer bag and that they calculate according to volume (which is quite acceptable for a normal parcel - I understand the concept and reason of volumetric weight). BUT.... inflating the volume with the part of the parcel which will never take up any volume when shipped is just next level. I really wonder what the purpose of the TCG flyer bag is. Eventually they agreed to refund the full value of their mistake.

I did a bit of investigating amongst others in my industry and was not surprised that I was not the only one experiencing these problems with TCG in JHB. Some of them however was not aware and only discovered the mistakes when I made them aware of it. Needless to say - none of them were impressed

I wonder how many other TCG customers are aware of this.