On the 3 January 14 we received confirmation via tracking that the passport and visa was ready for collection at the Durban office. On arrival my son produced his id book and he was told that the passport had already been collected by a person by the name of Carl. the only thing they could show us was that the person signed "Carl". They still had the envelope that the passport and visa arrived but no passport. After a while we were then told that the passport was not given to another person but was on site because the person who checked the passports in had signed the name Carl because they were off line they then proceeded to open all the passports that were in the office to see if passport was in any of them We actually got a few more different excuses as to why the passport was not there I then saw a supervisor who was horrified to find this practice taking place regarding the passports. I asked to please see the manager but was told that she was on leave i eventually managed to see the manager 2 hrs later and was informed the only way forward was to re-apply for a new passport and visa and that DHL will pay for it. ID? or Gross negligence on the part of DHL STINKS
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