[Resolved]  Fedex — customs clearance[protected]

I recently purchased online. The company i purchased is from focusrite. They are shipping the product from u. S to india. This is my first international shipping experience. After few days of purchasing the product i got a call from fedex team stating, we are calling from fedex and your shipment is in customs. We need you to provide us with your kyc details. After this call we will be sending you a link to a portal where you have upload your pan or aadhar or voter id or passport soft copy.

Here starts the chaos, i just receive a message to my mobile number with an url of HTTP://images.fedex.com/downloads/downloadcenter/in/authorization-letter.pdf

All this has is authorization with know your customer document.

So i got confused and called the customer support saying that i did not received a mail with a portal link. They apologized and said they will be sending me the link. And after the call, all i received is the same message o[censored]rl to my mobile phone.

I called again and explained them i did not received any portal link. And some how the customer support agent is smart enough to validate the mail id. And the issue was they got my mail id wrong. They ate one letter from my mail id. I said them again my mail id and confirmed it.

Now i received a mail from fedex. So i took out the print out of pdf from the url i received "authorization with know your customer document" provided details stating i am an individual and i am providing aadhar as proof. Scanned that document again and my aadhar's front and back.

I have opened the kyc portal - HTTPs://kyc.fedex.com/#/app-landing
Clicked on submission of kyc documents and provide the relevant details and got an otp to my mail and got to the page where i have to provide my kyc details.

For my surprise, i see something called iec number. Well the fedex was kind enough to provide what is iec link. I browsed through those and found out i have to keep code [protected]. It stands for

Persons/institutions/hospitals importing or exporting goods for their personnel use not connected with trade or manufacture or agriculture.

And i provide my aadhar details and completed the kyc process (It did not asked for the authorization letter in the portal). Within an hour i see a mail stating my kyc is incomplete, stating:

Detailed description : need to all document name indian overseas bank.

See image incomplete kyc.

I was like what the, so here i am again calling them asking what do you mean by that. And this is the most ridiculous reply i got. It is rejected because there is no indian seas bank mentioned in the proof provided but it is there in the address (See focusrite address image uploaded below. You will understand it is street name but not only just the name without the word street at the end). I explained them clearly that indian overseas bank is mentioned as a landmark why would it be in the name section. Now they ask me to send the authorization letter to [protected]@cogenteservices.in. So i sent it.

See authorization-letter. Jpg

One day passed no reply so i called to check. They say it may be because i did not kept the tracking number in the subject. I was like well it is my bad this time. Then they made me write a letter to deputy commissioner of customs cell stating that indian overseas bank is just a landmark but not a organization which is receiving the shipment. I did and sent it.

See letter to customs. Jpg

After that i received a copy and paste mail saying we uploaded your details to our system successfully and i have to send the hard copies of same documents signed to a particular address. I was like what the hell is this.

See hardcopy. Jpg

I called them and asked what is this, they are like sending hard copies is not mandatory. We have sent your documents to final audit team and you will receive a response for them.

The next day i again received copy and paste mail of the shame thing. You have to send the hard copies.

See copypaste. Jpg

This is my first time doing international shopping and i was eager to get this product like crazy. And they are giving me this # service. I am pissed to an extent. This is the worst customer service i have ever experienced. I waited like 1 hour in call queue for getting to customer support agent.

Worst fedex.