Complaint about unfair charge pays off

It pays to complain, according to Ricky Omar of the Durban-based international freight forwarders, Oriental Shipping. He recently discovered that one of his service providers was charging a rate of exchange (ROE) fee on prepaid consignments – a charge which he described as neither ethical nor justifiable. “In our opinion, this ROE charge is fictitious and has no logic or definition,” he told FTW. “When a shipment is prepaid at the port of loading, it means that the ROE will have no bearing on the local consignee. It simply boils down to an unscrupulous method of monetary gain.” He conveyed his displeasure to the service provider’s MD, telling him that “this unfair business practice” should be terminated immediately. “Failing which,” he added, “we intend to take this matter to the competition commission, consumer council, financial services board and other governmental regulatory departments, in the interest of consignees and freight forwarders alike.” His loud complaints met with an almost immediate e-mail reply from the MD, who told Omar that he had discussed the matter with his company’s Durban director. And he added some happy news. “In the meantime,” he said, “the ROE charge has already been credited. Surely this will fill your heart with joy.” So, Omar told FTW readers, it does pay to get on your high horse when you find something wrong – because, if you don’t, it won’t get sorted.