Apology over excess payment for advert mail (From Keighley News)
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Apology over excess payment for advert mail
2:35pm Thursday 7th August 2008 in News By Keighley News reporter
A travel agent has apologised to customers who had to pay excess postage for marketing material sent to their homes.
Thomson Holidays, in the Airedale Shopping Centre, in Keighley, said a postal error had occurred when the branch sent the material out.
A man who contacted the Keighley News, but did not want to be identified, said he was asked to pay £1.12 for advertising mail he had not asked for.
He said although he got the money back he was irritated about having to spend an hour sorting out the matter.
A Thomson spokesman said the envelopes used for the marketing information had been slightly larger than required.
She said as the Keighley branch recognised postage was now paid by size and weight. The shop approached the Post Office for advice.
She added: "The branch was instructed by a Royal Mail employee that, because the letter weighed under 100g, the top part of the envelope could be folded over to make it smaller so it could be sent as a large letter instead of a package. Unfortunately some customers have been informed by Royal Mail that the incorrect postage was paid, instructing them to pay £1.12 for the delivery of this letter.
"Inconsistently, other customers seem to have received the letter without hindrance.
"The shop has logged a complaint with Royal Mail which is investigating the issue.
"We are extremely sorry for any inconvenience caused and request that any customers who have been affected by this issue contact the branch regarding any unpaid postage which we are happy to refund."
A spokesman for Royal Mail said: "We're sorry that the Thomson office in Keighley is unhappy with the service they have received.
"We have no record of a complaint from the office to either Post Office Ltd or Royal Mail customer services but, if Thomson would like to contact Royal Mail customer services on 08457 740740 with more details, we'd be happy to investigate further."
