The courier guy - Lack of assistance with my refund and incorrect invoice

We had the worst experience with this company. Stay away from The Courier Guy online accounts. We created an account with them in November. We topped up the account with some funds. We went to their Kiosk in town to courier 2 boxes and the cashier said it will be R120 per box therefore we need to pay R240. She asked how we wanted to pay, we told her via our prepaid customer account. We left the kiosk and when we got to the car we realized our account had been charged for R330 instead of R240. We went back to complain and they told us that paying via account is more expensive even if we submit the package ourselves at the kiosk without creating an online shipment request.

We cancelled the shipments (TCG37136782 and TCG37136729) and immediately created 2 new shipments the same way we created the cancelled shipments at the kiosk, but we said we would pay by card instead.

The Courier Guy didn't refund the amount they charged from our online prepaid account for the cancelled shipments.

Throughout November and December we spoke to their consultants multiple times over the phone, WhatsApp and via email but nothing has been done to assist. They told us refunds were effected immediately but it wasn't so in our case. Our account has still not been refunded despite our efforts to request for assistance. They keep saying they will escalate our requests to the relevant department which is followed by complete silence.

How can the same package that costs R120 be charged R168 when I take it to their Kiosk and have the stuff create a waybill the same way everytime? The only difference was when they asked how I'd like to pay, I said I topped up my online account to avoid using cash and asked them to charge it on the account. Everything else was the same. I did NOT book it or submit it online for a door to door collected service.

It just doesn't make sense why they charge their prepaid account holders more when most companies give benefits for being a loyal account holder. It doesn't make business sense but I guess that's how they choose to exploit their loyal customers.

On top of that, they sent me an invoice INV7523600 at the end of the November charging me for the cancelled shipments again. I enquired about this invoice and had no response to my emails. All they needed to do was to cancel the invoice and refund the money because the shipments were cancelled. Simple as that.

I understand the extra cost when I book a door to door shipment online and someone collects the package from our offices but what are they charging when their cashiers at the kiosk create a shipment for me the same way they do with none account customers? When the cashier say it will be R240 and I ask them to take the R240 from my account but instead R330 is taken out?

Don't open an account with The Courier Guy, you will have a headache with their non existent customer service and sneaky invoices that drain your topups without an explanation. Rather open a Fastway account or find alternative options.