Tracked 48 and YDC anomaly and RM Customer Services

[Amazeballs]

Royal Mail Tracked 48 and customer services of RM

First off, sent an item back to Amazon who paid the postage via a QR code, I duly printed the relevant label
and merrily sent the item on it’s way on the 27th Sept.

It reached the York Distribution Centre at 13:00 on 29th, at 21:00 it says ‘Item Retention’. 50 minutes later
the same message Item Retention YDC Parcel Hub Delivery

Roll on to the Saturday 30th September and 2am ish
Due to be delivered today by
YDC Parcel Hub Delivery

on to todays date Mon 2nd Oct and no further updates on the tracking data, still showing
Your Item was received by YDC Parcel Hub Delivery on 30-09-2023 and is now due for delivery today.

I called RM Customer services at 11am today 2nd Oct, 58 Minutes for the call to be answered by a member of staff of course i’m not in the time frame for making a claim but they had a look and said it was a bit odd and they would raise an enquiry with the relevant derpartment and he was to provide me with a reference number…..1 minute late the call disconnected, no reference number supplied and I was not about to call back and wait another hour..

So, this afternoon at 4:50pm I called back to be told wait time of 60 minutes, at 1hr and 9 minutes of being on hold 5:59pm I terminate the call as they close (customer services) at 6pm

Now I’m stuck, Amazon wont process the return until the item is scanned into their systems and right now Royal Mail tracked 48 by this time tomorrow morning with be 120 hours since posting and stil no delivery or any answer as to what has gone wrong.

Very frustrating