Newest Review: ... later a bill was sent to my Mother's address - it was as though they had completely ignored my letter. I called the customer service numb... more
Appalling customer service
Post Office Homephone
Author Name: Trevor Jones
Post Office Homephone
Advantages: Cheap calls for low usage customers
Disadvantages: Customer service is appalling, simply appalling
My Mother had the Post Office Homephone package . Calls (for her level of usage) were cheaper than BT.
There was no need to contact them, my Mother simply paid the bills.
When my Mother died I contacted the Post Office to enquire how to go about cancelling the service. I subsequently wrote a letter and enclosed a copy of my Mother's death certificate. The letter (and death certificate) were duly acknowledged and returned, stating that the phone service would now be ceased.
One month later a bill was sent to my Mother's address - it was as though they had completely ignored my letter. I called the customer service number and explained that they had previously acknowledged my Mother's death and that they said they were cancelling the service. Their response was that I had not sent them the death certificate and as such the service was still in force ! I asked what was to happen now and they said that they would now begin to cancel the service. I complained that this was unacceptable and was advised to ring back the following week to start a formal complaint.
The following week I called re-stating my case. They explained that no death certificate had been received - however, closer examination of the death certificate and the letter they had sent back showed a date, time and reference number printed in the corner - presumably by some machine in their post room. I duly gave the girl these reference numbers, now content that the issue was now to come to an end. But no - two weeks later I received another bill - albeit showing a small credit (and , unbelievably addressed to my late Mother). And guess what, the date the credit was referencing to was when I queried the original bill ! Still no mention of when they did actually acknowledge my Mother's death.
I called them back to complain - it was like I was speaking to some automaton - their system had only acknowledged my Mother's death from the date of my second phone call (6 weeks after their original acknowledgement). I tried in vain to explain and was simply met by "the system that deals with that is down" please call back in an hour.
I think I'm in some report from Watchdog but I can't see Anne Robinson anywhere.....
Summary: Avoid for the sake of your sanity