When I disputed the brokerage fee (given that last time I used FedEx it was £4.50 or so for the same) and UPS' valuation for VAT/duty purposes, they even tried to charge a fee for using their complaints procedure!
To be fair, a customer relations bod did try to help, but ultimately they did not accept they were in the wrong in any shape or form, and their attitude was very much "take it or leave it". I've chosen to leave it and do not use UPS for personal or business shipping.
