FedEx Stole My $1500 Package and Banned My Account

Beginning

I live in Canada. On February 8 this year, I purchased a Mac Studio and had it shipped to my friend’s address in Pittsburgh, USA, planning to pick it up when I had a chance.

On February 19, because my friend and I planned to go to Seattle on February 25-26, I thought I might as well take the opportunity to get the computer, so I researched feasible methods. My idea was to ship it to a FedEx Office and hold it there, then I would go pick it up myself. So I registered a new FedEx account and started creating a Shipping Label.

Development

So I created such a shipping order, with my friend as Sender and me as Recipient, and checked “Hold at FedEx location”, letting my friend go to FedEx’s site to ship it. Strangely, until I finished creating the Shipping Label, FedEx did not ask me to choose a payment method.

My friend and I thought they would pay after weighing at the site, but when they arrived at the site, they didn’t ask my friend to pay. They took the package and gave a receipt like this.

Transition

On February 21, my friend suddenly received an email saying “Unable to deliver shipment, returned to shipper.”

I immediately tried to log into my FedEx account to check the situation, but after many attempts, I could not log in successfully.

I called FedEx. The first customer service representative told me this was a Fraud delivery. I asked what reason, and he said he could not help me and would transfer me to someone else. The second customer service representative said I can help you see what the reason is, but you need to tell me your account number. I said I can’t log into my account so I can’t give you the account number. I only have my email.

So the second customer service transferred me to a third customer service chat. They still tried to get my Account number, so they asked me to change browsers and clear Cookies, trying everything possible. I still couldn’t log in. I said, could it be that the account has a problem rather than my operation having a problem? She said if that’s the case, then I’ll transfer you to someone who can help you.

The fourth customer service got my account number using my email + phone, then told me you cannot reactivate this account, and he could not give a reason. Goodbye, and then hung up on me.

At this point, I was already very angry. After nearly two hours on the phone, I got no information and was finally hung up on. I posted an angry Tweet, @FedExHelp, and then was contacted.

I described the sequence of events. @FedExHelp asked me to contact FedEx High Risk Investigations (800) 584-2681.

So I did that. After connecting, the other party asked if I was sender or recipient. I said I was recipient, but I created the shipping order. Customer service said sorry, the phone call must be made by the sender.

I could only contact my friend to call FedEx. The other party told my friend there was a dedicated person in charge of my case, contact phone: 8555560557, extension: 102148, Case Number: #370494.

After that, we tried to call this phone multiple times. It was always voicemail. The other party was never at their desk. Not once did we get through.

Related

Medium (English): https://medium.com/@thedavidweng/fedex-stole-my-1-500-package-and-banned-my-account-9abfbc6b49b5

Reddit Post (English): https://www.reddit.com/r/FedEx/comments/1ch8j8/fedex_stole_my_1500_package_and_banned_my_account/