Incorrect Business Codes leads to extra cost - help

[ash213]

Hi, Just looking for some advice, I am a business customer.

When I opened my business account with Royal Mail, the Business manager agreed on some heavily discounted rates for International mail as I send high volumes.

However, it looks like I have been charged the standard rate on my account since the opening of the account in September.

Upon looking into this, it looks like I have been advised to use the incorrect code by the customer service agents on multiple accosions who I had to contact in order to assist me in using the system correctly. I had to phone up customer service as I was never advised on how to use the OBA system or what codes to use.

During the first week of opening this account I phoned up twice and was told to use code CRL for UK and OLA for all interntaional mail to get the best rates.

Looking into this further, it seems to suggest I have been advised to use the wrong code, and the correct code I should have been using is infact IE1 and IG1.

To say I am fuming is an understatement. I have been spending a fortune with Royal Mail and was never advised to use these codes.

Nor did anyone ever contact me to inform me I have been using the incorrect codes.

In addition, no one has advised me that I would be eligible for collections due to the high volume.

My experience with customer services has been dreadful, sorry guys if you work for them.

I only noticed this error as I was looking into moving my international mailing to another company.

I have contacted Royal Mail regarding this. I am a one man band and the difference in extra cost that I have shelled out is around 7k, which really I cannot afford.

Do you think they will help me out with this? or do something for me?

If they had actually showed me the codes correctly in the first place, I would have used them.

Regards

[TrueBlueTerrier]

They should do, I would impress upon them about the £7k overspend as well, that would equate to a sizeable loss in revenue for RM if you went to a competitor.

The only thing I might suggest further is to try and confirm your understanding, and theirs as well by following up every conversation with an email. This gives you a paper trail, and means that someone takes responsibility in RM. A bit of insiders info, most Managers and office based staff have their own email. It would look like this John.Smith@royalmail.com so if you know the name of the individuals you usually (though not 100% of the time) can work out their email address. However common names will have a number added somewhere to ensure correct routing.

Good luck, make them work for your business.

[ash213]

Thank you for the response.

I have been in contact with several people at RM today.

Some people at the business sales team, however all were no use and said they can't do anything for me, even though they set the account up for me.

Then the main business help centre, asked to speak to a manager but they wouldn't put me through, explained my case, and all they said was its my fault for not using the correct codes in the first place and that was the end of it.

I emailed the CEO and got a response from her saying she will try and help, or will pass it to her people to look into, doubt that will get anywhere.

Then had a response from some one at business customer support, probably the same people that man the phone lines pretty much saying its my fault again, this is what they said amongst other things 'The reason you were not contacted for having used the standard codes is because it is at the discretion of the account holder as to what services are opted for from the codes that are available on the account. It is for this reason that the charges you have incurred will remain valid.'

I'll just outline a few points here, as I am still very angry. Firstly the intial sales woman said i would be on the contract rates for international which are very low, I have the email she sent over too confirming prices. I then recieved emails to confirm open of account but never had any information of what codes to use.

I then contacted the helpdesk and they told me my codes were OLA and CRL, fair enough so i went ahead and used these for months.

It was only recently that I was contacted by RM asking if i wanted cheaper Tracked International rates, when it hit me that i should of been getting cheap international anyway. Research then tells me I was using the wrong codes due to wrong advice.

I have spent around 23k in the past 7-8 months with royal mail with an estimate of 7k overspend due to the wrong code being used.

Yes in hindsight i should have noticed this earlier, but I trust RM and I am a one man band therefore during the winter period had no time to check anything due to being so busy.

Im really angry, and I'm going to take legal action if RM cannot compromise with me. I spoke with a legal firm today and they believe we have a strong case against RM for the the difference in payment due to the original agreement we had, and the fact I was not given the approrpiate guidance or information relating to the correct code.

Thanks for the info about the email addresses. I wasn't too sure who to contact. I did find a bunch of business contact email addresses and I got one email back from some one asking me to stop emailing everyone in the department. But they didnt even address my concerns.

In addition to this, the two phone numbers I believed would be of help had a voicemail message on them for 2 days running now saying they could be in a meeting or staff training. They are 02920392286 and 01204868123

Im appauled at this, I really am.

Thanks all

[coxie]

I just hope you've got the original agreement in writing

[Minischoles]

Go through the CEO if you can (although its not her dealing with it, its a team doing all the responses) - they are much, much more effective than Customer Service can be and they're far more likely to resolve your case as quickly as possible with a resolution that keeps you with the business.