I called and requested a courier service at 1:40pm EST / 11:40am MST. About an hour later they called me back and told me that the courier was having trouble finding the document that we needed him to send to us. I then spoke with the courier, and according to the timestamp in my phone I finished speaking with him at 3:18pm EST / 1:18pm MST. At the end of the phone call, I concluded that the document could not be found and I terminated the assignment. At that point, 98 minutes had passed from the moment I requested the service to the moment I terminated the service.
Two weeks later I received a charge for $91 from FTC Xpress, and upon calling them I was told that the driver had spent 2 or 3 hours at the site trying to find the document, and that was the reason for the high charge. They confirmed the time that I called and ordered the service, but said that the driver left at 5:57pm EST / 3:57pm MST, over two and a half hours after my last call with them. Unless the courier stuck around doing nothing after hanging up with him, I can't figure out how they calculated the 2 hours they billed me for.
After a conversation with their very rude manager, they refused to correct my charge and would not acknowledge that it would have been impossible for the courier to have spent 2 hours on an order that I terminated only 98 minutes after placing. I am willing to pay for the courier's time, but not if I am being lied to.
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