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Request for investigation regarding non-conforming per FedEx agreement agreement. We have been shipping with FedEx for the past 2 years. We stop shipping with FedEx since last month as we lately have noticed that the additional "Earned Discount" as stated per FedEx agreement has not been honored. We have made the request to investigate on this situation for over a month under request ID# 1459037. First result come back and told us that all the discount was honored accordingly and investigation worksheet was sent to our attention. After reviewing the worksheet and challenge that still didn't see the additional "Earned Discount" was given on the reviewed worksheet, so we have made a second request to revisit this matter. Trying to follow up with FedEx account manager that was assigned, but 2 out of 3 times over past 2 weeks, we were told FedEx pricing system was down and FedEx is dependent on technology. Which I don't understand what this means? Basically, we are only after two simple issues here. 1. Is it true that FedEx didn't honor our "Earned Discount" as stated per agreement? 2. If so, when we will be able to get our refund? We just don't understand why this investigation will need to take more than a month and it might take another month to get an answer per the account manager. Also, we have tried to called the 1800 FedEx revenue team to file a complaint and we were told we will still have to talk to our account manager which we are getting no where.

Your Desired Resolution:

We would like to conclude the result asap if it is true that we were not given the "Earned Discount" as per contract agreement.

Reason of review: Poor customer service.

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Walnut, California, United States #910889

FedEx has finally settled my issue after two months and issued us a refund check after my complaint to BBB. Originally we didn't have to go this route if FedEx was able to at least be honest about the situation.

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