PEP and PAXI *****ing customers parcels and hiding behind a policy

I am extremely disappointed with the service received from PAXI and PEP regarding a parcel I sent on 09 May 2026 from the PEP Tokoza 2 branch to Bloemfontein.

The parcel was inspected at the branch before sending, and the packaging was confirmed to be intact and in good condition. At no point was I informed of any restrictions, risks, or policies regarding valuable items by the cashier assisting me. There's pictures and videos taken before and after receiving the parcel.

When the parcel was collected on 18 May 2026, the receiver immediately noticed that it felt unusually light. The parcel was opened in the presence of the store manager, only to discover that it had clearly been tampered with. The parcel was literally opened and the box inside damaged. Inside was merely a damaged box, while the actual item an iPhone worth approximately R6000 was missing.

This is deeply concerning because the parcel was handed over securely sealed with the item inside, yet arrived damaged and empty.

I have already provided PAXI with photos and videos showing, and the feedback I got was there's policies we need to fami****ize ourselves with!!! So their policies say our parcels must be opened and ****** by their employees as well....evidence shows that • The parcel condition before sending • The condition upon collection • The damaged packaging and missing contents

I also contacted PAXI customer service and spoke to consultants regarding this matter, but unfortunately I did not receive proper assistance or clear guidance on how the matter would be resolved.

What makes this even more frustrating is the lack of accountability and urgency regarding a serious issue involving possible theft or tampering while the parcel was under PAXI’s care.

I am still awaiting: • A proper investigation process • Feedback on accountability • Clarity regarding compensation for the missing item

Customers trust PAXI and PEP with their parcels, and situations like this completely destroy that trust. I hope this matter will finally receive the urgent attention it deserves.