UPS South Africa: Shipment Held for almost a month and unacceptable customer treatment

I am extremely disappointed with the handling of my shipment by UPS South Africa.

For approximately one month I have been attempting to clear my shipment. Throughout this process I have cooperated fully and provided every document requested of me, including: • proof of payment; • bank statement evidence; • supplier invoices; • commercial invoice; • supplier correspondence; • product literature and product descriptions; • a detailed breakdown of the transaction; and • explanations regarding the various amounts reflected in the payment. Each time additional information was requested, I responded promptly. After weeks of delays, I was eventually informed that Customs wanted: • the tariff heading amended; and • the customs value amended to EUR309 / ZAR5,971. My issue is not that Customs conducted a review. My issue is that after approximately one month, neither UPS nor Customs has provided any meaningful explanation for the proposed amendments. To date, no explanation has been provided regarding: • why the documentation submitted was rejected or disregarded; • why the customs value has been amended; • how the revised customs value was calculated; • which elements of the transaction have been included in the valuation; • why the tariff classification is being changed; or • what factual basis exists for the proposed amendments. As the importer, I do not believe it is unreasonable to expect a clear explanation before material amendments are made to a declaration submitted in my name. On 2 September 2026, I sent a formal written dispute to UPS requesting clarification regarding the valuation, tariff classification and proposed Voucher of Correction (VOC). The letter also requested the underlying calculations and supporting basis re**** upon. I specifically requested a response by 17:00 on 3 September 2026. That deadline has now passed. I have received: • no acknowledgement of receipt; • no response to the issues raised; • no explanation of the valuation; • no explanation of the tariff amendment; and • no update regarding resolution of the shipment. The complete silence is frankly unacceptable. From a customer perspective, it feels as though the shipment is simply being held while I continue to wait for answers that never arrive or have an unreasonable turnaround time. I fully appreciate that Customs reviews can take place and that additional information may be requested. However, after approximately one month, multiple submissions and a formal dispute, I believe it is reasonable to expect communication, transparency and some indication that the matter is actually being progressed.

I am requesting intervention from UPS South Africa management and Customs to: 1. Provide a substantive response to my formal dispute. 2. Explain the basis for the proposed valuation and tariff amendments. 3. Confirm the current status of the shipment. 4. Confirm what action, if any, UPS intends taking regarding the proposed VOC. 5. Bring this matter to a conclusion without further unnecessary delays. At this point I am simply looking for transparency, accountability and a clear path to resolution.