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?