I opened a DHL account for the convenience of paying online. However, orders placed online were never processed accurately, so I always had to resort to placing them by phone. Even then most of my orders (exclusively pick-ups from my home address) would get fouled up. And billing accuracy was also a HUGE problem.in frustration I informed DHL that I wanted to terminate my account.instead, they sent me a coupon for $25 off my next shipment. I went to a Mail Box Etc. Franchise and used both my credit card and my DHL coupon to pay for my LAST shipment with DHL.
A month later I got an online overdue notice for that shipment. I called DHL and the rep explained to me that sometimes the shipping merchants don't forward the customer's payments on to DHL. I explained to her that I never agreed to become an agent for DHL's Accounts Receivables process - and that I had PAID the bill and that collecting from their 3rd-party vendors was THEIR problem, not mine. The DHL rep agreed to cancel the bill and told me everything was then fine.
A week later I got an email from DHL stating they had just charged my credit card for the overdue bill, approximately $120. I immediately called the number provided in DHL's email (for questions about your bill). I rehearsed the entire matter with yet ANOTHER DHL rep and got nowhere. After requesting a Supervisor, the Sup explained that the rep I spoke with a week earlier should not have told me that she could resolve the issue - even though it was noted as 'resolved' on my DHL accout file. He also said that when I signed up for paying online, that I agreed to a clause that says DHL can debit my account at any time - for apparently any reason! But I explained that I had actually paid the bill in the merchant's STORE - NOT online! He said that didn't matter and explained further that the DHL rep that originally resolved the biiling problem should have told me to go online and file a dispute because the online departments of DHL have nothing to do with the rest of the company (!!!).
I protested that if they refused to train their staff adequately, why should I allow DHL's flaky policy inconsistency problems to become my problem (once again!). I also told him that I refused to go online and voice my grievance all over again, and demanded an immediate credit of the amount they improperly withdrew. He stated that online credits were also against DHL's policy and that I would have to wait another 10 days for a refund by mail. I protested the inconvenience of receiving a paper check because my nearest bank branch is located 50 miles away. No matter. I asked the rep to completely terminate, close and shut down my account, that I would never do business with them again ever. I went online to see if I could cancel my DHL account, but could not find any link for cancellation. What a negative experience!!!
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