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Original poster

Post Office assistant charges me incorrectly and insists I don't make complaint

173 replies

PurpleStarrySocks · 09/10/2023 20:28

I took a large letter into a branch of the Post Office to post to make sure I had the right postage on it before posting it.

The Post Office assistant said how much it'll be, then I promptly paid. As he handed me the receipt, I remembered that when I looked up how much the postage would be, it wasn't as much as he'd just charged me. So, I asked the Post Office assistant whether I'd been charged the large letter rate or the small parcel rate. He said large letter, then took my large letter again, put it through the plastic gauge thing the Post Office have and confirmed it was the size of a large letter.

I showed him the receipt, which showed that I'd been charged for a small parcel. The Post Office assistant said the computer automatically chose small parcel and not a large letter and that there wasn't anything he could have done and that he didn't do anything wrong. He then repeatedly said "I told you it was x amount before you paid." I agreed that he had, but that it shouldn't matter, as it's now come to light that I'd been charged the incorrect amount. He made it seem like it was my responsibility to know I'd been charged correctly before paying. I think I should be able to trust that a Post Office assistant charges me the correct amount.

The Post Office assistant kept saying he couldn't choose 'large letter' or 'small parcel' and that the computer chooses automatically. I said I'll take it up with the Post Office. He then kept telling me he'll lose his job if I made a complaint and that a colleague of his had lost his job for this reason. He offered to pay me the difference out of his own pocket, which I declined initially. However, he kept going on about how he'd lose his job if I made a complaint, so I felt I had no choice but to take his money just so that I could leave. The Post Office assistant looked in his wallet, didn't have the right money, so gave me the money from the takings. I felt so uncomfortable having this played out while other customers were waiting.

This Post Office is local to me and has recently come under new management. I'd never had any issues with them, or any other Post Office, in the past.

My questions are:

  1. Is it true that the Post Office assistant couldn't choose between a large letter and a small parcel? It seems unlikely to me, as how can the computer tell what size the parcel is based on the weight?
  2. Shouldn't I be able to trust that a Post Office assistant charges me the correct amount for postage and not rely on me to know whether I've been charged the correct amount before paying?
OP posts:
bluesatin · 09/10/2023 20:55

I think it's fishy too, with the way the assistant reacted. We had a local Post Office who were stealing, taking the contents of people's mail etc. All small amounts and it went on for months before they were caught.

camelfinger · 09/10/2023 20:56

Exactly. A successful scam would take small amounts so people either don’t notice or don’t bother complaining.

pasturesgreen · 09/10/2023 20:56

How much are we talking about here, probably a quid or two at most. You got your money back, no big deal.

I must lead a very sheltered life, as it genuinely didn't occur to me to imagine dodgy scenarios where the Post Office assistant is pocketing the difference. He made a mistake, no point dwelling on it.

Blackbyrd · 09/10/2023 20:57

If Post Office employees want to steal, there are far easier and more profitable ways to do so than this. Not everything is sinister

TreadSoftlyOnMyDreams · 09/10/2023 20:58

Ribena20 · 09/10/2023 20:48

Are people missing the point that, if he's doing this repeatedly and on purpose, he's potentially pocketing the difference? I.e - he is stealing?

Not possible unless he is telling a custom one one amount and charging another on thr system. In which case the receipt would not match. The till cash has to match the amounts on receipts.

To the OP. If you took in a large letter and it was over the max weight, the system will automatically default to a small parcel and yes, he can't change it to a lower tariff. If he did, the recipient of your mail would be charged on delivery by Royal Mail for not enough postage paid.

If he mistakenly hit the small parcel button then yes you were possibly overcharged by up to a £1? Prices are set at a minimum of 2kg in weight and a large letter would have to be pretty chunky to get to the max of 750g.

Yes I also need to get out more.

Judashascomeintosomemoney · 09/10/2023 20:59

Is it true that the Post Office assistant couldn't choose between a large letter and a small parcel? It seems unlikely to me, as how can the computer tell what size the parcel is based on the weight?

The weight limit for a large letter is 750g. Was your letter heavier than that? If it was then it wouldn’t matter what size it was (and whether it fitted through the slot) it would have to go as a small parcel. And no, he probably wouldn’t be able to change that on the system.

LaurieFairyCake · 09/10/2023 20:59

Sounds like a scam to me

Well dodgy

Blazingunicorns · 09/10/2023 21:00

How much did your package weigh? If it was over 750g your large letter would have be sent as a small parcel instead. I think this is likely what has happened, especially as the assistant said he couldn’t choose the LL option.

SootysCaravan · 09/10/2023 21:02

I honestly couldn’t get myself worked up about this. Nor could I survive the second hand embarrassment of the poor postie rifling through his wallet

MiniHector · 09/10/2023 21:02

I had a PO assistant charge me for a medium parcel, when it was clearly a small parcel. She laughed at me when I complained. She wasn't there long.

Danielle9891 · 09/10/2023 21:02

Poor guy. Why didn't you just let it drop? I worked at a spar garage with a post office and if the till didn't match the machines (lottos, car wash, pay points ect) then I'd have to pay out of my wages. So if he did a new recipt it would show as the till being down and the machine being one up. Bosses don't like that.

It's pretty crap when you're working for minimum wage and on a zero hour contract. Worst thing was the owner would always remind us that we're just on a zero hour contract and can be easily replaced. It took me over a year to find any job after university so I was terrified of losing it.

If people came into the petrol station and left without paying for their fuel we'd have to pay for that as well. I'm sure people forgot their bank card on purpose as there was nothing I could do about it and because they came instead the police wouldn't either as it was a civil matter, so it was cheaper for the boss to take it out of our wages.

The poor guy did tell you he'd lose his job if you kicked off about it, so hopefully he never as most people are worried enough about money at the moment. Did you pay by card? You should have checked the amount and so should he.

TreadSoftlyOnMyDreams · 09/10/2023 21:02

Brefugee · 09/10/2023 20:41

How much are we talking about here?
Also if you had looked it up before, why did you agree to the price he told you? why not say, please check again i thought it would be x amount?

Do you really want to trust the Post Office of all people to be fair to a minimum wage employee?

99% of Post Offices are franchises. They are run by independent retailers who earn a commission on sales .
Post office employees working in branches are usually union members. Like other businesses, people can't be sacked without due cause and formal processes. Neither can they in a small business but it's trickier.

So if the owners were new and he'd transferred in or he was just new, he may well have been quite nervous about making a mistake and unsure as to how to process a refund and start again. There are set processes for this but it's an old system and not intuitive.

Bearcub101 · 09/10/2023 21:04

How much difference are we talking about?

VanillaImpulse · 09/10/2023 21:08

OP shouldn't be overcharged, but sure why so many people me are happy for that to happen. There must be a way to refund the original transaction where he'd made a mistake and put it through again

Original poster
PurpleStarrySocks · 09/10/2023 21:11

To all those who say I'm giving this Post Office assistant a hard time, what if this happens to others? Should people who are struggling to make ends meet just not worry about being overcharged? Is it fair on them?

I don't know how the Post Office systems work, but if this is happening to other people, then it seems wrong that everyone should just go "oh well, what's a couple of quid?"

My large letter was 400g, so below the maximum weight for a large letter.

Also, to those who've been unkind on this thread, I don't think there's any need.

OP posts:
ZolaBudd · 09/10/2023 21:12

Just everything about this post makes me wince, the large letter, the 400 g mate, just move on

Lammveg · 09/10/2023 21:19

I can't wait until this is the sort of thing I have to post on MN. What a life!

I can't believe you were going to take his money lmao poor bloke.

Millybob · 09/10/2023 21:20

I asked the very crabby assistant in my Post Office if she was on commission because she always quotes the price for next day delivery, and never mentions the cheaper rate. First time, okay, it's an oversight or she's misheard me. But this is every single time. If I wanted first class, I'd have bloody asked for it.

Lammveg · 09/10/2023 21:21

PurpleStarrySocks · 09/10/2023 21:11

To all those who say I'm giving this Post Office assistant a hard time, what if this happens to others? Should people who are struggling to make ends meet just not worry about being overcharged? Is it fair on them?

I don't know how the Post Office systems work, but if this is happening to other people, then it seems wrong that everyone should just go "oh well, what's a couple of quid?"

My large letter was 400g, so below the maximum weight for a large letter.

Also, to those who've been unkind on this thread, I don't think there's any need.

I don't think it's the principle that's the problem...more the execution.

Bluebellsbells · 09/10/2023 21:22

Listen to the podcast the great post office trials. Post masters have been treated like dirt for a long time now. Its disgusting how the government and post office directors have tried to crush innocent people. This is one profession where I would absolutely not complain unless it was absolutely necessary.

In your case he resolved the issue so why are you still concerned?

vapesareforsnakes · 09/10/2023 21:43

Jesus wept....

Original poster
PurpleStarrySocks · 09/10/2023 21:44

I have every sympathy with the Post Office workers who suffered badly under the hands of the Post Office. It was truly awful.

However, I don't think it's right that no Post Office worker can ever be held accountable for their errors thereafter.

I was very polite to the Post Office assistant, while he kept going on at me. If an error has been made, I don't think people should feel they cannot politely discuss the matter.

OP posts:
SleepDemons · 09/10/2023 21:47

LaurieFairyCake · 09/10/2023 20:59

Sounds like a scam to me

Well dodgy

It really doesn't sound anything like a scam to me

vapesareforsnakes · 09/10/2023 21:48

PurpleStarrySocks · 09/10/2023 21:44

I have every sympathy with the Post Office workers who suffered badly under the hands of the Post Office. It was truly awful.

However, I don't think it's right that no Post Office worker can ever be held accountable for their errors thereafter.

I was very polite to the Post Office assistant, while he kept going on at me. If an error has been made, I don't think people should feel they cannot politely discuss the matter.

What was the difference in price?

Agapornis · 09/10/2023 21:50

I'd phrase my complaint as an innocent query to Post Office HQ on whether this is normal procedure.

It's not okay that he guilt tripped you like that. Like any shop, surely he should have been able to cancel/refund and try again. Mistakes happen and surely there needs to be an option to correct them.

Sounds dodgy and I'd be unimpressed. Previous posters telling you to get over it presumably earn more than I do!