DHL Express India — dhl express package stuck with no proper communication from dhl

Address:

DHL Express (India) Pvt. Ltd Mumbai, Maharashtra, India

As i have been exchanging lot of emails with your customer care executives and not having any trust that my issue would be resolved, i have to resort to social media platform.

Below are the details:

16.06.2020:
I received a message from dhl express regarding import duty/taxes for packet that was ordered from australia the shipment contains items for personal use and the recipient is my mother i ordered the product on her behalf and therefore i was making all payments and i am placed abroad. I was not able to pay the duties through usual means listed on the website and i contacted dhl express on 16.06.2020 & she sent me the bank details where i could make the payment. Also all this exchange happened via emails and if the need be, i can provide these emails too. I transferred the money same day and i shared details of transaction with customer care executive
17.06.2020:
I was contacted by person 2 on 17.06.2020 to send the details of the transaction once again which i shared already with whom i was in contact with day before however i was not aware that she is not able to open the document. I tried calling her on phone number listed under all her digital signatures but apparently for whatsoever reason, i have never been able to reach her.
18.06.2020
I was contacted by person 3 and was again asked to share details. By this time, i was frustrated and called dhl again to be answered by person 4 and i am grateful that he maintained his calm with me on the phone call. He asked me to share details with him and only from him, i got to know that they were not able to open the document. I shared details with him again and thanks to him that he coordinated with all others on it. At 5:27 pm, i finally heard the response from person 3 that information has been forwarded to respective departments and person 2 will get back to me the next day.

19.06.2020
At 11:30 am, i got an email from person 2 where she just repeated what person 3 and person 4 told me on 18.06.2020 which seems to me that person 2 disregarded all the activity that took place on 18.06.2020 and just thought that it was sufficient to repeat the message. I replied to that email with no response back whatsoever from her side. I tried calling her on the number under her digital signature and she does not answer or does not understand the frustration that has been caused.

Starting from 16.06.2020 till 18.06.2020, i have called dhl expresses 31 times (I have call logs with me) to get it resolved but its been 4 days and its baffling that accounts department still have not been able to find details of my transaction and none of above people find it necessary to follow-up on it urgently.

All of what is written above can be backed by email exchanges that i have had till now.in the current covid-19 times, i would have thought that dhl express would actually be more inclined towards not losing their customers but it does not seem like that. Having been an ex-dhl employee in dhl hq in germany, i can say that i don't feel honored that i was part of such an organization.

Yes my conversation with few of them was not really pleasant but how would have they felt in my situation. I don't feel respected enough as a customer and i don't feel my time is respected. Yes none of then directly did any personal harm to me but good would be if each one of them could put yourself in my situation and judge for themselves based on the current outcomes. I still don't have a response, finance department is not able to find one transaction and i still don't have a time-frame when this issue could be finally resolved.