Driver collected the parcel but never delivered

Dear HelloPeter Team,

I am writing to lodge a formal complaint regarding a failed Uber courier collection that took place today from my address:

📍 Pick-Up Location: 60 Delphinium Street, Winchester Hills, Johannesburg, South Africa

The assigned driver was: • Name: Phineas Khehla • Vehicle: Silver Volkswagen Polo • License Plate: MK82JZGP • Trip Count: 2,891 • Uber Rating: ★4.97

Despite all instructions being clear and the sender waiting at the roadside, the package was not collected and no effort was made by the driver to communicate or complete the pick-up. Multiple attempts were made from my side to reach the driver, but the phone number provided did not work.

In addition, Uber South Africa has proven extremely difficult to reach. I have tried every possible support option through the app, including lost item reports and customer support chat, without success. I even sent someone to Uber’s physical address listed in Johannesburg—only to find it was incorrect or outdated.

This issue has left my helper stranded and caused business disruption.

I demand a proper investigation into this incident, contact with Uber South Africa, and accountability for the poor service received. Please escalate this matter to Uber on my behalf and advise on further steps I can take to resolve this.

Thank you for your attention.

Kind regards, Phindile Buthelezi 📞 +***1 📍 60 Delphinium Street, Unit 28 Bacino Complex, Winchester Hills, Johannesburg 📧 ***