Post Office Travelcard Beware! BIG RANT

AliW54

My son and I purchased a Post Office travel card a few days before he went to Thailand last month. We loaded the card at the Post Office with £750 complete with their £11.25 charge. I asked at the time if I would be able to load this card/top it up if necessary during his stay of 6 weeks this August. Post Office said I could either top up the card online or at a post office. I feel they have been extremely misleading........ Last week my son (now ill) asked if I could load more money on to the card as he has to pay some medical expenses. I dutifully tried to load the card online but could not.. I was advised on their helpline that I could top up/load the card at any post office. I dutifully went to the local post office next day and loaded another £500 onto the card via my RBS debit card - for which they charged me another £7.50 in cash to do so, saying that he would be able to access the money 24 hours later. He was down to last £23 and desperate for money. He tried accessing the money 24 hours later with his travel card and was denied access!!! When I called the helpline again they then told me that I needed to upgrade the card as that card had a maximum limit of £750 ........ why then did they allow me to make a further payment onto the travelcard, debiting my RBS card another £500 if this was not possible in the first place???? I'm upset because he's ill and needs the money and furious as none of this was explained to me - all this was done in some haste originally but i was not warned that there was a maximum amount I could load the card with. After calling them again they said they would try and fasttrack the money and upgrade the card - now 4 days on - if I can send them a copy of his passport and a copy of a current bank statement for him ..... Now hit another major problem - he is paper free/online banking only AND in the middle of being issued another debit card as the old one was broken (he's a student) and I cannot obtain bank details online or an old statement as he lives away from home as a student and it would mean a 200mile round trip!!! Post Office will not accept anything other than a copy of his passport (which I can provide) and a current statement (which I can't provide) or driving licence (which is in his car near the airport!!!).

WHAT A COMPLETE SHAMBOLICK MESS!!! - added to which - my £500 has not been returned to me (it's certainly gone out of my bank account) and may appear in the post in the form of a cheque in the next 10 days if we are unable to send documentation required.

I'm so cross - don't know what to do next! One thing's for sure - I will never use the post office for any financial dealings again.

transient

maybe out of the £1250 you could have spent £30 on travel insurance?

pickpocketlocket

AliW54 wrote: »

WHAT A COMPLETE SHAMBOLICK MESS!!!

Yes, that's what happens when you don't take out travel insurance.

Sally22_2

When they issue you a Travel Money Card, they should be telling you that they recommend you register online and upgrade the card so you can put more than £750 onto the card a year, it raises it to £5000 at any one time.

Im presuming that you took out a Sterling card. Clearly states in the T&C and the leaflet

1.5% commission for inital load on sterling (£) card, subject to a minimum fee of £3, maximum fee of £50. A Cross-Border Fee of 3.00% of the transaction amount will apply if the transaction is in a currency other than that of the Card. This is applicable to both Card Purchases and Cash Withdrawals. Please refer to Clause 10 of the Terms and Conditions.

Obviously the card is safer than a debit/credit card/cash but not sure I would recommend one for Thailand. Did he get any Thai Baht?

AliW54

We did take out travel insurance - but surely it's only of any use once you've returned from the trip and making claims at later date?

Sally22 - thanks for reply. Yes we took out a small amount of Baht's and took out a sterling card. We were in a rush when we purchased the card they did not tell us at post office that we had to 'upgrade' the card - only that we could activate it via phone or online. When I asked if I could upload the card online they confirmed that I could or in a post office so I assumed all would be OK. What I don't understand is why was I allowed to go as far as making a further transaction (over the amount of £750) - loading a further £500 onto this card at a later date (still ignorant of the fact that I should have 'upgraded' it). The transaction was fully accepted and they informed me that my son would now be able to access this money 24 hours later ....
which he could not.

Anyway .... all is finally resolved - 5 days later - after much begging the post office helpline have allowed the money to finally be processed and accepted just his passport details and asked for driving licence proof when he gets home. He's been lucky enough to exist on the few remaining baht's he had plus borrowing from a few kind friends.... it could have been worse.

Yes - I will definitely read terms and conditions and ask for things to be fully explained in the future

anamenottaken

AliW54 wrote: »

We did take out travel insurance - but surely it's only of any use once you've returned from the trip and making claims at later date?

Sally22 - thanks for reply. Yes we took out a small amount of Baht's and took out a sterling card. We were in a rush when we purchased the card they did not tell us at post office that we had to 'upgrade' the card - only that we could activate it via phone or online. When I asked if I could upload the card online they confirmed that I could or in a post office so I assumed all would be OK. What I don't understand is why was I allowed to go as far as making a further transaction (over the amount of £750) - loading a further £500 onto this card at a later date (still ignorant of the fact that I should have 'upgraded' it). The transaction was fully accepted and they informed me that my son would now be able to access this money 24 hours later ....
which he could not.

Anyway .... all is finally resolved - 5 days later - after much begging the post office helpline have allowed the money to finally be processed and accepted just his passport details and asked for driving licence proof when he gets home. He's been lucky enough to exist on the few remaining baht's he had plus borrowing from a few kind friends.... it could have been worse.

Yes - I will definitely read terms and conditions and ask for things to be fully explained in the future

Please check the terms of the travel insurance policy.

mattyprice4004

I can see where you're coming from, but it's just another reminder to read everything these days.

I dream of a world where we're told all the important info up front, it'd be so much easier.

Jojo_the_Tightfisted

The policy wording will say what to do in the event of needing medical treatment whilst on holiday. There will invariably be a telephone number that can be called - and depending on the condition and cost, they will be able to liaise with the hospital/doctor, guarantee medical expenses, etc, and all he has to pay is the excess up front.

AliW54

Jojo - agreed but at the time he only had equivalent in Bahts of £23.00 left in account (which was why he needed more and hence the fiasco at the post office). We've learned our lesson - to ask about all the hidden problems and read the policies before dashing in to buy these cards. It would be so much simpler if getting a travelcard was just a single and simple process without 'upgrades' - I don't understand the need to 'upgrade' .

Hopefully any 'not so savvy mums and their green first time student traveller son's/daughters will read this and read the policies and enquire further regarding travel cards, reserve enough 'emergency' funds when travelling further afield, have good travel insurance cover etc.... It's quite funny looking back as he told me to 'stop fussing' - so far he did not put name correctly on airline documents and has had to pay more to get this changed, he's landed in Thailand and bags were delayed by 5 days with malaria tabs inside them and important documents (I did say keep important stuff in onboard bag), had great time tubing down various Laos rivers but cut foot and developed massive infection and therefore medical costs, came down with obligatory Thai belly at same time and run out of funds to boot with me running around trying to upload card at this end .... however all is now good and sorted and despite all a good time being had. Thanks all for advice - taken on board for next time ........ now have to sort out other student son who's managed to get water on passport within 1 year of renewing it - and pay all over again ............ read here for next crazy family instalment

paddyrg

BTW it is important he contacts the insurance people ASAP, yes it's an overseas call, but they are usually quite strict about it being within 24h of needing attention or they will decline to pay, especially on a cheap policy. For instance if he is staying in an expensive hospital but the policy only covers a cheap one, or has secondary problems, the cost could be quite high with no comeback if the insurers are not alerted per their procedures. Just so you know.

AliW54

paddyrg - thanks for that - will call them tomorrow!