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Post Office overcharged and say they can't refund - help?

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1991WMU
Posts: 2
Joined: 17 Dec 2021, 13:44
Gender: Male

Post Office overcharged and say they can't refund - help?

Post by 1991WMU »

Good afternoon,

I'm after a bit of advice if possible - I took a number of large letters (roughly 60g ea) to my local post office to send 1st tracked and signed for. These were work letters which would normally go through our internal mail but due to missing our last postage date I was advised to post myself and claim the cost back.

Unfortunately the clerk did not inform me she was weighing the first letter, and somehow ended up with a weight per item of 300g. She subsequently weighed the final letter (heading to Jersey) as this required a slightly different postage and got the correct weight of 60g. The letters were all identical.

The total was much larger than expected, but by this point a large queue had formed and so I paid and left, not wanting to hold up fellow customers.

I subsequently checked my receipt and discovered I'd been charged £3.79 per large letter, except for the final letter going to Jersey, which was correctly priced at £2.69. I went back to the counter to explain the mistake and ask for a refund and was told that this wasn't possible. I'm not sure why - she mentioned something about paying on card - and she wasn't able to get in touch with someone to help her.

I can't believe that it's not possible to refund the overpaid postage and charge me the correct amount, and the individual who I'm going to need to put the claim through will reject outright anything that isn't correct so I may well end up over £40 out of pocket.

Does anyone know if:
1) It is possible to refund or correct this transaction?
2) What the steps would be to do so, so I can show the clerk?

Thanks, in advance for your help.

C
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Sir Henry
Posts: 1316
Joined: 24 Oct 2014, 00:33
Gender: Male

Re: Post Office overcharged and say they can't refund - help?

Post by Sir Henry »

Probably best to go straight to the Post Office Customer Service 0345 722 3344

https://www.postoffice.co.uk/contact-us-complaint

Royal Mail are now a separate company to the Post Office and vice versa.

We do have a Post Office forum so it may pay to post in there.
Last edited by Sir Henry on 18 Dec 2021, 10:21, edited 1 time in total.
"A third of the world's farmland is now useless due to soil degradation, yet we still keep producing mouths to feed. And what's you answer to that? Energy saving lightbulbs?"
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1991WMU
Posts: 2
Joined: 17 Dec 2021, 13:44
Gender: Male

Re: Post Office overcharged and say they can't refund - help?

Post by 1991WMU »

Evening Sir Henry,

Thanks for your reply, much appreciated. I couldn't find the contact number/complaints information when I first posted, but have subsequently lodged a complaint. I'm not sure it'll be responded to in time to achieve anything, but we will see what comes of it.

I didn't realise they were separate companies - every day is a school day!

Cheers,

C
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