Dishonest Royal Mail service allowing scam to take place

[cleideclayde]

I have been a victim of a scam and once I realised that I tried my best to stop the delivery to take place but Royal Mail did not care at all and even lied to the police, as I was informed by an officer. The Royal Mail did not consider that I already had reported to Action Fraud and the police. All they did was lie saying to me that only the police could call them and stop the delivery but the police then were informed that Royal Mail said to them that I had to call them and ask to stop the delivery with all proof in hand. I spend all morning calling Royal Mail giving them all crime references and asking them to stop my delivery because a crime was taking place and all they did was to again and again send me to the police. I am extremely upset that the Royal Mail customer service would lie bluntly not only to me but also to a police officer! One of the police officers told me that they had called that morning the Royal Mail and all I needed to do was to provide proof of the delivery and fraud, which I already had done. I informed the police officer about it and he told me a formal complaint would be made against Royal Mail by him. I just do not understand why the Royal Mail would give false information to a customer and to the police. The police told me that Royal Mail has the power to stop the delivery if an appropriate proof is presented. I gave many times the crime reference number, tracking number, address of the delivery and where the package was and nobody wanted to help this crime taking place. Why is it permitted that although a customer can prove was has been said, the Royal Mail just lie making both the customer and the police waste time?! And now, all that Royal Mail customer service says is that they are sorry for what has happened! No consideration at all! And for the lies given to me and to the police, what can be done? Nothing again?

[Snaggletooth]

One of the police officers told me that they had called that morning the Royal Mail and all I needed to do was to provide proof of the delivery and fraud, which I already had done.

Proof of delivery is only generated *when something is delivered*, so it can't possibly be a requirement that you need to provide proof of delivery to *prevent* a parcel being delivered.

You have one explanation that you received direct from RM customer services, and another that came second-hand from RM customer services via another person. Since second hand evidence is inherently less reliable than first hand evidence, why believe the second and not the first, especially when they ultimately come from the same source?

If you believe that RM gave the wrong information when you spoke to them, you can make a formal complaint to them, and if you still aren't happy you can escalate it to the regulator.

[cleideclayde]

RM simply do not care about my complaint, all I have is an email saying sorry and again informing me that RM must deliver any packaging. The problem is that they won't consider that the customer service lied about contacting the police to ask them to call the RM and final;y stop the delivery. All morning I spent on the phone with RM making me and the police waste our time while all proof of the scam was clearly available. Being a scam victim is my fault, I take responsibility for it, but being told lies by RM just because they do not want to help is hugely frustrating.