ASK TONY: UPS will not refund import charges after losing our alliances

I was expecting a package containing bespoke and handmade wedding rings on June 1 of last year.

I received an email from UPS stating that an import charge was due, but that “your driver also accepts limited payment methods in person on delivery”.

The delivery date has been changed several times, the import costs being given as the reason.

Non-delivery: UPS managed to lose two bespoke handmade wedding rings, but still managed to charge the hapless couple an import fee of £ 360

To speed up the delivery process I paid the £ 359.81 import fee online. Immediately after receiving confirmation of my payment, I received another email rescheduling the delivery.

This time he said the driver tried to deliver the package but I refused to pay the charge at the door.

I was at home all day and have a motion sensor video doorbell that didn’t detect any movement during the suggested delivery time. Customer service then told me that UPS could not locate the package.

Since then, I have been trying to get reimbursed for the import fees I paid and have been spoken to very rudely on every occasion.

Now I’m told I left it too late to try to get a refund despite constant contact and false promises throughout this time.

JB, Stourbridge.

Tony Hazell replies: Your wedding last year eventually had to be postponed, but if it had happened, you wouldn’t have had any rings to exchange because you shared your vows.

The rings you chose cost you £ 1,614 and were handmade with unique stones that you selected yourself. The shipper, who is based in America, remade them for you at their expense, but they obviously couldn’t be the same as the ones you chose.

You tell me you spent weeks scouring auction sites trying to find the originals, suspecting they had been stolen.

When I contacted, UPS eventually reimbursed your charges.

A spokesperson told me, “We take the delay or non-delivery of any package very seriously.

“We have reviewed the circumstances of this shipment and will reimburse the customs charges. We regret any stress or inconvenience that has been caused.

They may also want to examine the attitude of their staff, who you believe have been rude to you and apparently haven’t bothered to try to resolve your case.

I have no more money after missing the theft of Easyjet shares

Last year, easyJet offered existing shareholders the right to purchase additional shares for 410p each.

In September, I asked Hargreaves Lansdown to buy my 427 allowance. As I do not use internet banking, I spoke to an operator on September 17th, paying £ 1,750.70 per card. of debt.

The operator assured me that he had completed the transaction.

However, when I verified my account online on October 2, the £ 1,750.70 was still displayed as ‘cash on hand’.

When I asked the question, I got a reply message saying that since I had not taken the sharing rights easyJet would have them.

I received around £ 1,100 for my rights shares.

I estimate that I lost over £ 600 plus any profit I could have made on the shares themselves as I intended to sell them at around 700p.

JC, Enniskillen.

Tony Hazell replies: Hargreaves Lansdown has reviewed your complaint. I know you are not happy with the result, but I think his solution is fair.

As you say, your expired rights were sold for £ 1,195 – since they cost nothing, that’s all the profit.

If you had bought those 427 shares at the offer price of 410 pence, then sold them at the absolute maximum on the day of the 685 pence offer, then your profit would have been £ 1,174. So you’re actually £ 21 better off.


You told me in your letter that “due to my bad internet connection I cannot follow the financial markets”.

This suggests that it is very unlikely that you got the highest price.

Incidentally, easyJet shares later fell to around 486 pence, but are now trading at around 620 pence, so if you hadn’t sold your profits would have been even less.

You also tell me that you were planning on bundling them with your existing easyJet shares and selling them all at once – and the reason you didn’t is because you were waiting for news of your rights shares.

I understand your frustration, but I think your £ 1,000 claim is excessive.

Hargreaves Lansdown has offered you compensation of £ 150. I asked if this would increase that amount to £ 250 but since you had already accepted the £ 150 and are no longer a customer the company said they saw no incentive to do so.

What happened to my father’s life policies?

My father passed away suddenly in December 2020.

He had life insurance policies that had gone to Phoenix. When I asked the company about it, their response was blunt, saying there was no hint of policy and, since I didn’t have more details, I just had to accept it.

I have since found the details of the policies, which dated from 1968 to 1975.

The estates attorney wrote to Phoenix about this in March.

I called several times and was promised to call back, but received no response.

DR, Llansadwrn, Anglesey.

Tony Hazell replies: Phoenix has done extensive research and confirms that all policies have paid off over time.

I’m afraid there are no benefits or additional payments to be made.

However, Phoenix did offer a goodwill gesture of £ 120 due to your bad ‘customer journey’.

  • Write to asktony @ dailymail. or Ask Tony, Money Mail, Northcliffe House, 2 Derry Street, London W8 5TT. Please include your phone number, address, and a note to the offending organization giving permission to speak to Tony Hazell. We regret that we cannot respond to individual letters. Please do not send original documents as we cannot take responsibility for them. No legal responsibility can be accepted by the Daily Mail for the answers given

Some links in this article may be affiliate links. If you click on it, we may earn a small commission. This helps us fund This Is Money and keep it free to use. We do not write articles to promote products. We do not allow any commercial relationship to affect our editorial independence.


Leave a Comment