Long Call Center Wait times, no proactive case handling, disorganized systems.

UPS received a shipment for my business on April 1rd. They needed to contact me for Customs Clearance. My phone logs show one phone call in on Saturday Morning, April 2 at roughly 7:00 am (far outside my business hours/much less being an appropriate time to contact an average customer).

After a few attempts to get through to a customer service agent (UPS hold times are in excess of 5minutes per call) they tried to tell me that several calls were made to me. As my phone logs clearly state, however, no such calls were ever made.

I provided the agent at the time with my customs clearance information and she said they would send an invoice. I waited 6 hours and then finally got through to another agent who finally sent the invoice. The only problem is they kept entering my importers code incorrectly resulting in further delays.

Needless to say this happened on an urgent order and my customer is now going to go without their products and I am left holding a bill that costs my business thousands of rands.