Have an easier way to complain when you have incorrectly charged us for a wrong size package.
Twice now you have incorrectly charged us when you think a Large Letter should be a Parcel.
The first one had a picture of a Card Backed Envelope being handed to my customer, so there was no dispute and you eventually refunded the charge.
The second one we only found out about because the invoice was a different amount to what we expected so had to go through it line by line to find it. This one has no picture, but we have confirmation from our customer that it was a large letter which went through her letterbox.
I first contacted you at the end of April when we got our bill to say it was incorrect. I even sent you photos of a parcel with exactly the same items in showing it could not have been more than 25mm thick. All i got was an automated "we will contact you in 3 days", nothing else.
So i resent it 13th may, still nothing from you.
Just got our next bill and thought, the credit note will be in there, but NO, still no confirmation that you have charged us when you shouldn't.
We are not just going to forget it.
Anyone else had this problem, i would love to hear how you got a reply from RM :-)
Cassie75
shared this idea
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Cassie75
commented
4 times in the last year you have put a surcharge on my invoices. 3 for sending a parcel as a large letter and one for an unreadable bar code.
All bar codes are readable when the are put in the mail sack. Something in your system must have messed the label up, why should we be "fined" for a problem in your system?
This goes for all 4, it is VERY difficult to work out exactly which parcel or large letter you are charging us for. We have OBA login which is supposed to help us work out which parcel is which but trying to do anything in there is really difficult and NOT user friendly.
The first time you over charged us you said the "large letter" was 200mm thick so was a parcel. The delivery photo showed the postman handing over a A4 cardboard backed envelope to the customer which was very obviously much less than the 25mm allowed. You paid us back for that one.
The 2nd one from march 2025 has no photo (surprise surprise) but we have recreated the large letter / parcel and for the items in the package it would be impossible to be more than 25mm. We have sent you pictures of the items before packing and after packing showing it is less than 25mm thick in a A4 Cardboard backed envelope again.
We have emailed you 5 times about that second over charge from March 2025. The first couple we got automated replies saying you would get back to us in 3 days, the last couple we didn't even get that. We have had NO REPLY AT ALL about this over charge.
The final overcharge for an oversized large letter is from 2nd september. I can't work out what item that was for or which customer. None of the numbers on the invoice correspond to anything in OBA or what we have in the manifest reports. So like the "unreadable label" we have no way of knowing which customer this is and if there may be a picture of the item being delivered.
So my question is, why can't we have a way of finding these things out easily and VERY IMPORTANT why is Royal Mail ignoring emails from their customers?
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Cassie75
commented
it is now 21st October 2025 and despite 3 more emails to "customer service" i have received NO ANSWER AT ALL.
I now have another one and one where the "bar code was unreadable" Well it was fine when it left us!!
We need to have an easier way to let you know when YOU have failed US. any other service industry and you would be hauled over the coals for this sort of bad customer service.!