UPS: been charged import fees twice

bgs1610

Hello all,

I’ve run into a little difficulty, in that I have had to pay import fees twice in order to release an item collected from a UPS Access Point.

I bought something from Germany, which has resulted in import fees being charged. I got a notification from UPS this morning to say that the import fees were due. An hour or so later, I logged in and paid them - I then got confirmation to say that fees had been paid.

Anyway, I went to the Access Point this afternoon to collect my item and was told by their staff member that their UPS system was not showing the fees as having been paid. Given that there was a queue forming and because I needed the item, I paid the fees (again), got a Visa receipt and said that I would take it up with UPS later.

Later, I called UPS customer services, who said that the Access Point can call UPS, who would then confirm to the Access Point that the import fees had been paid prior to delivery, though I presume that the Access Point wouldn’t be too bothered given that they have their own business to run.

Therefore, can you please advise what I should do? I’ve searched around and there doesn’t seem to be an answer. Do I call UPS’ billing team and ask for a refund? Do I have to speak to the Access Point and ask them to refund? Is there a claim form that I have to fill out? Etc?

I feel a little helpless here, especially so given that I assume that confirmation of payment of the import fees should have showed on the Access Point’s UPS system?

Thank you in advance for any help you can provide - given that the fees involved here were £112.69 (including UPS’ brokerage fee of £11.50), I’m keen to get one chunk of the fees back.

Stephen

Spank

Get in touch with your card provider and get them to reverse one of the charges (that's assuming that they both went through in the first place)

visidigi

Just call UPS and ask them for a refund. Its their system problem - the payment you made clearly didnt show correctly on UPS systems.

Come back if they don't address the problem - don't bother your bank yet, otherwise UPS could later dispute. 

Sandtree

Spank said:

Get in touch with your card provider and get them to reverse one of the charges (that's assuming that they both went through in the first place)

On what grounds? The OP will have authorised both transactions and I would imagine they are to different merchants. Can't see a "the service provider and their agents have poor systems and so I paid twice to speed things up" on the list of chargeback reasons.

Spank

Why would they be different merchants? it would also be the same amount.

MattMattMattUK

Spank said:

Why would they be different merchants? it would also be the same amount.

UPS took the first payment online. The UPS Access Point is just a small shop/village store type place, they took the in-person payment (which they would then pass onto UPS, minus their fee for the AP service).

Spank

Oops, misread that bit