Review #13322

Dear Sir/Madam, I refer to your response stating that compensation cannot be provided for the contents of my shipment, as it contained a SIM card. While I acknowledge that compensation for the contents may be excluded under your internal Terms & Conditions, I must clearly state that this does not remove your legal obligation to refund the courier service fee, as the delivery service was not completed. Shipment details (for reference): Tracking number: 988887864436 Dispatch date: 23 December 2025 Route: Poland (Poznan) to Hungary (Debrecen) Booked via: EcoParcel Carrier: GLS The shipment has had no tracking updates since dispatch and has not been delivered within a reasonable timeframe. This constitutes loss of shipment and non-performance of the contracted service. Under EU Consumer Rights Directive (2011/83/EU) and general EU contract law principles, when a paid service is not performed, the consumer is legally entitled to a full refund of the service fee, regardless of any exclusion relating to the contents. Furthermore, under the CMR Convention governing international road transport, failure to deliver a shipment places liability on the carrier or contracting party at minimum to refund the transport charge when delivery is not fulfilled. Therefore, I formally request: 1. Written confirmation that the shipment is officially declared lost 2. Immediate refund of the full courier service fee paid 3. Written closure of the case Please note that refusal to refund the shipping fee on the basis of content exclusion is not legally valid under EU consumer law. If this matter is not resolved within 14 calendar days, I will escalate the complaint to: - EU Consumer Centre (ECC) - Polish Consumer Protection Authority (UOKiK) - Hungarian Consumer Protection Authority I expect your response in writing. Yours faithfully, Thalakkodi Rajesh Poland