DHL picked up a big box package from my house on 1/12/2021 at 1:42pm. I have a video to prove the pick up. DHL lost the package. They first claimed there was no such pick up. And then they said they did found a separate system to confirm the pick up. But they said there was no AWB scanned. So, the AWB # did not exist for DHL to trace and track. They said I sent the package via an agent and therefore an "assignment of rights" is required. I sent it to them, they declined my claim because I am not the agent. The agent filed a claim and they also declined stating "DHL has no record of the.... waybill in any DHL system". I made the complaint all the way up to the DHL Office of the President, but was sent back to the claim department. I made the complaint via BBB.org. Same person from DHL Office of the President finally replied stating that "our records show that shipment in question was picked up on Jan 21, 2021 as the customer stated but unfortunately there was a malfunction with the courier's scanner and visibility on the shipment was lost. The local DHL Management Team exhausted all means to locate the shipment and it was declared lost. The status of any claim filed by the shipping service with DHL is a separate matter unrelated to the transaction between the shipping service and the customer".  END OF STORY.DHL claim department will not reopen the case. DHL Office of the President ignored my request to reopen the claim. So, there is no responsibility whatsoever. Why am I suffering when DHL scanner malfunctions?  Isn't it easy for any DHL couriers/workers/warehouse personnel to steal packages without any consequences?