I qualified for a refund for late delivery of an express document. On applying for said refund, I was assigned to customer services agent Nosicelo. I received a form which had to be filled in 2 working days and I sent it back in less than 2 hours. After which the waiting game began. I called often to enquire about when I'd recieve my refund, she would tell me she did not know and would get back to me via email which she NEVER did. Today the 9th of January when I called she was unavailable so I was reffered to accounts and then finally Coleen from payments who told me that the forms for my refund had not been recieved by the payments department and that the "customer services department was probably sitting on them". So i called the customer services department to enquire why forms I had sent 4 weeks prior hadn't been forwarded to payments. The customer representative then told me they could not assist me cause Nosicelo was not there. I am appalled at the level of service. I am not at fault and I feel I should not be the one penalised for following through on their money back guarantee. Im a very unhappy customer you don't expect this from a company like DHL.
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