Bryan Levinge sent a message to Frank Appel that said:
Sir,
After paying DHL by credit card to pick up an item and deliver, I received on April 17 an email informing me the Waybill Tracking Number 7502698125 and delivery of the item By 23:59 April 29, 2020. On April 27 the supplier informed me that DHL had still not picked up the package, I informed DHL and on April 28 the pickup was made. When I asked for an explanation of this laps I was informed by Lourdes Gonzales CS Advisor Tracing Customer Service, 'Awb was only generated on Apr 28 and there was no booking done. If the Booking was successful on the same day; then shipment will be delivered on the time (delivery date indicated on the system) however Shipment was then arranged for booking on Apr 29; No delays on the transaction as to why we cannot process the refund.' Clearly this is a lie. When I pointed the fact that this was a blatant lie I received no further communication. Is this the standard practice for your staff? Or is this a matter of a staff member who may require training?
