More Problems With DX Secure!

[vperafan]

As I was supposed to receive my Biometric Resident Permit by post in my home in the following days after my ILR approval on 23 November, I arranged to work from home during the following week to receive the documents personally. I was paying full attention to any deliveries but no courier person ever rang my doorbell or left a failed delivery attempt notice.

On Friday 30 November I received a letter dated on Wednesday 28 November informing me that DX Secure Mail Services had recently been unable to complete the delivery. (No details of the date/time of the claimed failed attempt were given). The letter also stated the ways to re-arrange a convenient date, which I did immediately using their website option. I arranged delivery for Wednesday 5th December.

On Sunday December 2nd, (3 days before the arranged delivery) I received a text from DX Customer Service stating: “unfortunately the item has now been returned to the sender, Home Office”. I called DX on Monday and they confirmed that my package was returned to the Home Office. They alleged that somebody came out of my flat and confirmed that I did not leave here. I explained that it was not possible because I leave alone and I was always at home paying attention to the package I was supposed to receive. They also gave me the colour of my door as if that was a proof that somebody rang the bell (In google maps you can see the colour of my door).

I contacted the Home Office and they authorised the package to be re-sent to the DX for delivery. They sent me the new tracking number that was scheduled for delivery on Monday 10th December. I missed work one more time, woke up at 6am, opened all windows and stayed in front of them, watching every van from reputable couriers show up the entire morning but no DX people came. Suddenly the status of my package in their website changed to “Calling card left as delivery unsuccessful. Please rebook online or call 0844 371 3331”. Obviously no calling card has been left in my address because nobody came.

I called once again to their premium line and they told me they could do NOTHING!! They arranged delivery for the next day and I am still waiting here.

This company not only have caused major stress in the past two weeks, but also are preventing me from travelling to see my son during the holiday season. DX incompetence has “inspired” me to write an article for a newspaper where my partner works. A complaint is being filed with the Home Office and to the relevant authorities. It is incredible that in 2012 you find yourself suffering due to a courier service.

[Katherine Jacobs DX Group]

Hello,

 

I am really sorry to hear that you have had such difficulties with your delivery. There has clearly been some issues here which we need to investigate as this is not acceptable. Please can you send your tracking number to social @thedx.co.uk so that we can look into what has happened here. Please accept our sincere apologies and rest assured that this will raise an investigation into this situation and our Courier.

 

Kind Regards,

Katherine Jacobs

DX

[ims21]

vperafan

 

I have created a new thread for you and moved you the Postal & Delivery forum.