UPS review: Absolutely incompetent & irresponsible agent at shameful UPS

I just sent a second complaint email to UPS dated Jan 7/26 as follows (my first similar email dated Dec 23/25 somehow routed back o this same person I am complaining about despite my request of escalating to his manager or the next level!):

"This Sam B. person claimed to be a UPS Customer Care Supervisor ignored my repeated requests to get in touch with his manager regarding my on-going complaints over unjustified UPS "brokerage fees"., his dragging and on-going no reply attitude & also his total incapability to write non-confusing communications

Please direct me to a person at manager level as I am trying to escalate my unresolved issues for weeks & this Sam B. person seems blocking me from going higher up in addition to ignoring my complaints multiple times

Thank you"

I include here email communications between myself & this Sam B. person of UPS.

"Please accept our sincere apologies for the delay in responding to your email. We’ve been experiencing an unusually high volume of inquiries, and we truly appreciate your patience during this time.

Your concern has been escalated to our management team, and we’ve submitted a goodwill request to waive your GST/HST fee of 9.45CAD. This request has been forwarded to our adjustment team under case number (private).

Thank you for your understanding and for giving us the opportunity to resolve this matter. If you have any further questions or need additional assistance, please don’t hesitate to reach out.

Sam B.
UPS Customer Care Supervisor" Dec 23/25

I ASKED "what does this mean to me, a waver of C$9.45?" Dec 23/25

I then received another totally confusing message back from this Sam character just before 4 pm on Dec 23/25 who now is a UPS Customer Care Representative instead of a UPS Customer Care Supervisor

"Please accept our apologies for the confusion in our previous email. To clarify, we have requested a goodwill adjustment for the brokerage charges of 19.94CAD, and we have also included the GST/HST tax of 9.45CAD.

Once the goodwill adjustment is processed, you will receive a refund for the total amount you paid for this shipment. For your reference, the request has been submitted under Case #: (private).

Thank you for your patience and understanding as we work to resolve this matter. If you have any questions or need further assistance, please don’t hesitate to reach out.

Sam B.
UPS Customer Care Representative"

I ASKED at 410 pm on Dec 23/25 "do i expect a cheque or full waiver reimbursed to my credit card involved?
approximate timeline?"

NO RESPONSE FOR 2 WEEKS+

I ASKED at 5:01pm , Jan 2/26 "NO RESPONSE AGAIN! FOR 2 WEEKS!

ARE YOU STILL BLOCKING ME FROM CONTACTING YOUR MANAGER?"

NO RESPONSE...