UPS South Africa – Six Weeks of Delays, No Accountability, and Now... Silence!

I am raising a concern about UPS South Africa’s handling of a shipment sent to me from the United States.

I'm a freelance designer, my U.S.-based client shipped a Laptop and corporate merchandise to assist me in providing design services to them.

The shipment (Tracking Number: 1ZE45A15DG***3) arrived in South Africa within 3 days, yet more than six weeks later, it has not been delivered and since my last correspondence with UPS its whereabouts remain unknown.

**Shipment Timeline**

- **Shipped from the USA:** 20 February 2025

- **Arrived at UPS South Africa Facility:** 23 February 2025

- **UPS Status Update:** "Preparing your package for clearance" (23 Feb)

- **UPS Requested a Split Billing:** 27 February 2025

- **First Notification of Import Permit Requirement:** 6 March 2025 — 12 days after arrival

- **Permit & Invoice Received from ITAC** 24 March 2025

- **Duties Paid:** R2,839.32 on 24 March 2025 (following permit issuance) - **I was notified that the Package was Moved to 'Abandoned Cage':** 26 March 2025, despite ongoing communication and permit processing.

- **1 April 2025:** UPS requested a *Google image* of the item to assist in locating it.

- **2 April 2025:** I issued a formal demand for a full update by 3 April 2025

- **7 April 2025:** No response. No phone call. No email.

**Concerns:**

1. **Delayed Communication** UPS South Africa failed to notify me of the import permit requirement within a reasonable timeframe, leaving me with limited time to respond before the package was reclassified.

2. **Mismanagement of Clearance Process** Despite clear and proactive efforts on my part, the shipment was moved to an "Abandoned Cage" instead of being marked as "Awaiting Permit"—which contradicts UPS’s own stated procedures for customs holds.

3. **Tracking Number Ineffectiveness** A tracking number is intended to provide visibility and accountability. Instead, I was asked to provide a *Google image* of the item to help locate it - an alarming contradiction to what a tracking number should enable.

4. **Lack of Transparency** Despite multiple follow-ups, I have not received: - The current location of my package - Any photographic proof of its condition - A confirmed delivery timeline

5. **Unacceptable Silence** After my formal request on 2 April for an urgent update, I have received no email, no phone call, and no progress update as of 7 April 2025.

**Financial Commitments Fulfilled:** - My client paid **$1,100 USD** to ship the package. - I personally paid **R2,839.32 ZAR** in customs duties after acquiring the necessary ITAC import permit.

My client and I have upheld every requirement to ensure lawful and timely delivery. Yet the lack of communication, procedural breakdowns, and inability to locate the package remain unresolved.

**What I Expect from UPS South Africa:**

- A full update on the **current location** of the parcel - **Photographic Evidence** of its condition - A **Guaranteed and Expedited Delivery Date** - **My Package delivered to me** in Perfect condition without any further delay!