I was asked to pay $700 for IPhone 12. I requested that the shipment be opened so that the documents, including the passport, could be retrieved, while the phone could be kept for further decision on whether to return it or not. They asked me to write a letter granting permission, which I did, but it was denied. This process has been a complete waste of time, and I’ve found their approach unprofessional and disrespectful. Yesterday, my wife went to pick up the documents, as they’re not taxable, yet they refused to release them. The DHL employees there are working with customs to hold the documents until we pay an additional $700, which is unacceptable, especially since I’ve already paid $60. When I called to request the return of the shipment, they informed me that, due to the initial payment, there’s now an entry, and unless we pay the full amount, they won’t release anything—not even my passport. I trusted that DHL had strong partnerships with all its international locations and would cover these types of issues. I should not have to navigate the processes of a foreign country in this way. I shipped this package urgently because it was time-sensitive. Now, nearly two weeks later, I am still struggling to retrieve my son’s passport. His visa is close to expiring, and if we don’t resolve this soon, I’ll have to start the entire process from scratch. This situation has caused significant distress. I want the documents released, I can’t wait for another 2-3 weeks. We can discuss about the phone later. At this point, my trust in DHL has been severely damaged, and I am committed to sharing my experience with the public.