DHL EXPRESS Took my $$, lost my letter, won't respond or refund Erlanger Kentucky

I shipped a letter from DHL Costa Rica on Monday, November 8, 2021, going to California, to be delivered on Friday, November 12, 2021. 

The package wasn’t delivered on Friday as promised, so I sent an email request that Saturday, only to be told it would take 48 hours for DHL to respond. 

Monday, November 15th I spoke to DHL representative Dawn, who informed me that, Yes my package had cleared customs on November 11th, but the system showed it missed the flight out of Cincinnati. She assured me it would be on the next flight out, that Monday afternoon, and my package would be delivered on Tuesday the 16th. She told me a DHL representative would call me within 2 hours. I’m still waiting. 

I received an email back from Allan Fernando Araya, who told me Jose Brenes notified the recipient via email regarding the letter. The recipient is my son, and he never received an email or phone call from anyone at DHL, nor have I. 

I called DHL Cincinnati and spoke to representative Moses who informed me the letter was not released by customs and is still waiting, which could take up to 90 days. I asked him why and he transferred me to DHL Customs.

DHL Customs representative Chacefato (sp?) informed me that Moses was wrong, and the letter was released on the 11th. He transferred me back to DHL customer service to find out why it hadn’t been put back into circulation. 

DHL representative Tiffany said yes it had been released from customs and just didn’t get put back into the transit system. Then the call was disconnected. 

I called again, DHL representative Caprice informed me that Chacefato was wrong and that it had been scanned in customs on the 11th, but at the hub, they don’t pay attention to the scans. I didn’t understand so I asked to speak to a manager. She said one will call me back. Several hours later, I’m still waiting, no call. 

As I write this, my letter is still in Cincinnati, Ohio and no one can tell me why. 

UPDATE: I just recieved an email from the corporate office telling me my letter is in Cincinnati...I already knew that. It's a stall tactic so they can figure out what the heck is going on. NOT HELPFUL!! Thanks Shelby Rose!