Failure to Deliver as advertised - overnight/same day service - but charge for that service

Dear Customer Service Team, I am writing to formally lodge a complaint regarding the poor service I have received and the apparent failure of PostNet to deliver on its advertised overnight delivery service. On 24 May 2026, I arranged for an urgent safety file to be sent from PostNet Ballito Junction to PostNet Oakfields, Benoni. I paid for an overnight delivery service based on the representation that the parcel would be delivered promptly. As of today, 26 May 2026, the parcel has still not been received. I initially attempted to contact your advertised customer service number, 0860 767 8638. Unfortunately, the number rang continuously without being answered. I then contacted 011 207 2900, where a professional and helpful consultant assisted me. During our discussion, my phone battery died, and she courteously returned my call. She advised that the parcel was in transit and would be delivered to PostNet Oakfields, Benoni, by 15:00 on 26 May 2026. Based on this assurance, I visited the branch at 15:15, only to discover that the parcel had not arrived. I subsequently contacted your call centre again and spoke with a consultant named Archie. Regrettably, I found his attitude dismissive and unhelpful. During the conversation, I was informed that an "overnight" service is not necessarily overnight and that the parcel, which was apparently intended to be transported by air, had not been. I find this situation unacceptable. Customers are charged for a specific service based on the expectation that the advertised delivery commitment will be honoured. It is both misleading and ********* to market an overnight delivery service while simultaneously advising customers that overnight delivery is not guaranteed. I therefore request the following: 1. A full refund of the delivery charges paid for a service that was not provided as advertised. 2. A written explanation detailing the reasons for the delay and why the delivery commitments communicated to me were not met. 3. Confirmation of the current whereabouts of my parcel and the expected delivery date and time. 4. Assurance that appropriate measures will be taken to prevent similar incidents from occurring in future. Please note that any damages, losses, or costs incurred by my client or myself as a direct result of this delay may be pursued through the appropriate channels. I trust that this matter will receive your urgent attention and that a satisfactory resolution will be provided without further delay.