Please help me! On 11/24/03, I entrusted FedEx with a box full of software going to a client of mine. We agreed to use FedEx COD Ground Service. I had never used FedEx before, and when I went into the FedEx drop-off location, I informed the representative what I needed, which was to send a box via ground to my client in Palatine, IL and in turn, FedEx was to pick up a Certified Cashier's check and return it to me for the goods that I shipped.
The customer service rep informed me that I had to have a FedEx account in order to use the COD service, and she set up my account. She told me that I could use the website to print out everything I needed to do this transaction. I went back to my office and from there printed off what I thought were the necessary forms to complete this transaction. In reading the website regarding the COD service, the terms state as follows:
The payment instrument will be forwarded to the shipper via FedEx Standard Overnight where available, and otherwise via FedEx 2Day, and will be directed to the shipper's address for the account number on which the C.O.D. Shipment was shipped.
After the box was received on 12/2/03, I waited for my money. And waited and waited. One week passed and I had not received my money, so I called the FedEx toll free number. After several different stories, I was finally informed by one of your employees that with Ground COD's the funds are MAILED via the post office back to me. This is surprising to me, as I was under the impression that you, being FedEx, would FedEx it back to me. Moreover, the website is misleading.
To add insult to injury, I was told that I was to allow 10 days for FedEx to get my check to me, this being 12/16/03, even though I know it does not take a piece of mail 10 days to arrive. So, I waited. No check as of 12/16/03, so I called the claims department. First they told me that I was not a ground customer and that I couldn't have shipped via ground with the customer number I was given. (This is mistake number one with FedEx, which originated at the drop-off center where I opened my account.)
This customer service rep then opened a ground number for me, and I was told they would fax me a claims form. They faxed me a sheet telling me how to file a COD claim, but there was no form attached. I again called the toll-free number and requested that a form be sent. A form was faxed to me, and as I was filling it out, I noticed that this form was for lost/damaged shipments. However, I went ahead and filled it out the best I could, attached a descriptive letter and supporting documentation, and faxed it on over to the claims department.
I got to thinking about this and became concerned, so I called the toll-free number again and was told no, there is a special form for lost CODs. The young man faxed me (finally) the appropriate form. I filled it out and faxed it over to the number on the form. Two days elapsed and I received no word, no confirmation that my claim was being processed. I again called the toll-free number and was told there was no claim opened for me.
I asked to speak to a member of management. I was finally connected with Donna, who was very nice and helpful and had her assistant physically walk my claim over to the COD department (where I was told these are handled). She called me back later in the day and told me my case was assigned to Roxanne. This was on Friday, December 19.
On Tuesday, December 23, I received a call from my client. Apparently FedEx had contacted him to see if he could stop payment on the cashier's check and reissue it. He was rather upset that FedEx was expecting him to do this for them, but he contacted his bank to see what he could do. Upon contacting his bank, he found that his bank requires that the check be missing for 60 days in order to stop payment and re-issue. On top of that, he would need to sign an affidavit and incur fees and invest his time and energy. I for one do not have 60 days to wait. I am not a big corporation; I am a small business owner who is struggling to stay afloat.
Now, this is where the finger-pointing and blame game began with FedEx. I called the FedEx COD department and spoke to the person handling my case, and she told me that she had called my client trying to get him to stop payment, etc. I said no, he cannot until after 60 days, so what happens then? I cannot wait 60 days. Can't FedEx issue me a check and then seek to collect from my customer after the 60 days?
She then proceeded to tell me that she had to call Tony at the terminal in Carroll Stream, IL. She said she would have Tony call me back. He didn't. So I called Tony. He told me that his boss was on vacation and he did not have the authority to authorize a $7600 check. He told me that I needed to speak to the COD department and have them handle this. I called Roxanne back, told her what Tony told me, and asked her if I could speak to her supervisor.
She informed me that her boss, Kevin Landers, was on vacation until Monday, and he would have to be the one to make a determination. I asked if there was someone else in the chain of command. She said no. This I find very hard to believe. Both the terminal and the COD department do not have backups for their management teams?
Finally I called the terminal AGAIN and asked for the person in charge. I was told that he was on vacation. I asked who is in charge when he is out. I was told that person was Doug. I finally got Doug on the phone. He was extremely rude. He proceeded to tell me that I needed to 1) place a claim with the post office, as he maintains they are the ones who lost my check, or 2) get my client to reissue the check immediately. He even went so far as to say that I should never do business again with my client because of him being uncooperative. He then told me that for all he knew, I may have the check.
I told him 1) that I did not entrust the post office with my package and COD orders. I entrusted FedEx with that duty, one that they have failed miserably to complete; 2) my client fulfilled his end of the bargain. He had the check and gave it to FedEx; and 3) if I had that check, you had better believe I would not be wasting my time and energy trying to track it down.
It appears that there is a great deal of finger-pointing and blame-laying on the part of FedEx, with FedEx not wanting to accept responsibility for the loss of my check. Who knows what the driver did with it from that point, as FedEx has no proof that it was actually sent? Why on earth would FedEx utilize the post office when FedEx is capable of shipping in a traceable way? I do not understand the logic. Then to blame everyone else for FedEx's mishandling of my money - this is unacceptable.
I am extremely frustrated and angry at FedEx. I have called and been on the phone for HOURS. I have filled out numerous forms. My client has his product. I still do not have my $7,600. FedEx has billed, and I have paid for the shipping charges. I am the only one who is being treated unfairly here.
Can anyone help me??
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