**UPS – Extremely Poor Service, Lack of Communication and No Sense of Accountability**

I am extremely disappointed with UPS and the way my shipment has been handled. What should have been a straightforward customs clearance process has turned into a frustrating experience of poor communication, delays and a complete lack of accountability.

I paid the required **duties and VAT on 4 September 2026** and, on the same day, submitted the required documentation, including my **ID and proof of payment**.

On **5 September**, I received an email requesting a copy of my ID — an ID that had already been sent to UPS on **4 September**.

Despite this, UPS apparently failed to properly process or record the documentation I had provided.

I followed up again on **7 September**, when I queried the status of my package because the tracking information indicated that it was awaiting payment — payment that I had already made.

I was then told to **ignore the status updates**, as my package was awaiting customs clearance and, importantly, that **all necessary payments and documents had been received**.

So, at this point, according to UPS themselves:

**Payment received. Documents received. Package awaiting customs clearance.**

Then came **9 September**.

I called UPS today to find out what was happening with my shipment, only to be told that my package is **awaiting payment**.

**Payment for what?**

I have already paid the required duties and VAT.

I was then informed that there is a **R69 storage fee** while my shipment remains delayed.

This is extremely frustrating.

If UPS received my payment and documentation on **4 September**, requested my ID again on **5 September**, and then confirmed on **7 September** that **all necessary payments and documents had been received**, why am I now being told that my shipment is awaiting payment?

And more importantly:

**Why should I be charged a storage fee for a delay that appears to be entirely outside of my control?**

I have done everything expected of me. I paid promptly, submitted the required documentation, followed up when the tracking information appeared incorrect, and contacted UPS again when there was still no progress.

Yet I am now the one left waiting, chasing UPS for answers and being presented with additional charges.

This is an **unacceptable level of service from an international courier company**.

The lack of communication is particularly disappointing. I should not have to repeatedly contact UPS simply to find out what is happening with my shipment — especially when I have already been told that the required payment and documentation were received.

I would strongly recommend that anyone dealing with UPS **keep every email, payment confirmation and document**, and make sure there is a clear record of everything submitted. Based on my experience, you may need to prove that you provided documentation that UPS later appears to have overlooked.

UPS needs to take accountability for what has happened.

I expect UPS to:

**• Remove the R69 storage charge. • Process my shipment without further unnecessary delay. • Provide a clear explanation as to why I am now being told that payment is outstanding when I was previously told that all payments had been received. • Improve the communication surrounding the status of my shipment.**

The name may say **United Parcel Service**, but unfortunately, my experience has been one of **poor communication, poor accountability and extremely disappointing service**.

**UPS — this is not the level of service customers should expect from a company of your size and reputation.**