Fedex — Custom clearance hassle

I am a Research Associate at Indian Institute of Technology jodhpur, with immense grief want to tell regarding the hassle and harassment I am facing to receive an international shipment through fedex. AWB is[protected]

• The parcel has reached New Delhi on 12/29/2020. After tracking with the provide AWB, I came to know that the custom clearance is pending and I called the fedex international customer care to ask what I should do. The representative told me that I need to submit KYC, she also said that since it is a shipment from one research institute to another research institute as a donation we need to provide our institute’s GST certificate, IEC and a declaration from the consignee in official letter head that the product will not be used for commercial purpose. According to her instruction my superior (The consignee) sent an e.mail at [protected]@fedex.com along with all of the documents I mentioned above. He received e.mail from Fedex that we need to upload our document at https://kyc.fedex.com/ .

• We uploaded KYC on 22.12.2020 and then received an e.mail that the kyc document is incomplete. I again called the customer care and this time they said that we need to upload proforma invoice from the sender. So we requested the sender and he immediately sent it to us and we uploaded it on 24.12.2020 along with other document in a single PDF file as there was provision for uploading just one document. I got confirmation from fedex that they have received my kyc document.

• Since we did not receive any further update from fedex and could not see any change in status after tracking I called the customer care again on 28.12.2020 and asked what else I can do to receive my shipment. I explained her that the shipment which is a research item and is required to be processed in laboratory as early as possible and because of this delay caused by Fedex and custom clearance it is very likely that the item will be wasted and will be of no use. She instructed me to upload once again mentioning the nature of the item that it is non toxic and non pathogenic. I requested her to make a note for my shipment that is very urgent and I am trying to receive it for more than a week by uploading and re uploading kyc over and over. And every time I am getting some new instruction. So, I requested her to guarantee that this time when I upload kyc again, it will be processed in an urgent basis. She also assured me that she will arrange a phone call from kyc team to me to clarify the requirement, but no one called.
• On 29.12.2020, I tried to upload once again but the system is not allowing me saying that kyc document should be in incomplete status. I have no idea what I should do. I have totally lost my trust on Fedex.