Appalling RM customer service

[Nebiroth]

Over two weeks ago I posted off some important and confidential documents to HMRC, I used Special Delivery. The item arrived at my local Mail Centre and hasn't moved since.

I've had numerous calls with Customer Service, the one thing I won;t complain about is the staff there, who have been polite, understanding and as helpful as they can be at all times.

First I was told "oh, it;s a bit delayed because items addressed to HMRC are handled manually, the automated machines don't recognise the address, it will arrive tomorrow" (but they did refund the postage)

It didn;t move. "Well it should arrive very soon. Try waiting a few days and then ask HMRC if it's arrived"

Nothing.

Yet another call "Oh, I agree sir, it really shold have arrived by now, so I will pass this to Escalation as they have more authority than me to investigate and take action". Six days later I'd heard nothing. I'd also lodged two complaints via the online form, oen the standard form ("thanks, we aim to reply in four working days"0 and the Excalation one (which wasn;t even acknowledged)

So I rang on Friday "Oh, I see sir, Yes, you really should have heard from Escalation. Let me check. Oh. It seems whoever took your call did not pas son your contact details, so Escalation could not call you. I'll fo that now. You'll hear back within four hours as I;ve glahhed it as urgent"

Waited in all day. Nothing. Called yesterday. "I agree sir, this is all really quite appalling, it's a Special Delivery item and as you say, it contains all sorts of confidential information. No wonder you're worried. You must have been going mad. I'll send this to Escalation with all the notes about it, and marked it as extremely urgent, as we really do need ot get this sorted for you as this is all clearly completely unacceptable"

So now I have to wait until Monday - I'm betting I will hear nothing. I have to wait until Tuesday, which is ten workign days from the alleged dleivery date, before HMRC can confirm non arrival, as they don;t log deliveries, just when documents are scanned into their system for processing.

The whole daga strikes me as one of monumental incompetence and a complete lack of adequate customer service. A complete lack of any meaningful action and a total failure to communicate with me, I have had to presistently chase them again and again and still nothing gets done.