Post Office Website Dodgy

UpTheWall

This is a comment about the poor service of the Post Office credit card.

Specifically their website presenting false financial information.

I can't trust the information being presented on the website. I logged on a lot of times at the start of December, and most times it wouldn't show me transactions from the last month at all, one day in January it showed three but missed out many previous items. Another day the balance was blank on the account summary page, and another the incorrect balance. I ended up in a rather embarrassing confrontation with a retailer as a result, presuming they hadn't repaid me when they actually had. A number of their phone operators tell me that the mobile app is "more reliable". I.e. it's well known within the company that the website presents false information. This is not good enough.

If I'm being presented with false information, at the least they need to tell me up front when i log into the website, or better take it down until the issues are fixed.

If they're not warning other users of this fault, of which they are clearly aware, then it is a breach of trust that may lead people to financial decisions that could harm them, their credit rating, etc.

I complained to them on 15/12/15, but to minimal effect. Eventually they got back to me last week (two months later) to apologise for this "known issue". They admit that they are presenting false financial information to customers!

I challenged them to put a warning up on their website, but they say claim that it does not affect all customers accounts therefore they can't put up a warning. Such dishonesty and unprofessionalism is shocking.

They offered me £100 pounds "in full and final settlement of your complaint". I.e. they want to pay me off and shut me up.

While £100 would be a nice addition to my account, it isn't just about my embarrassment with the aforementioned retailer.

I feel they owe nothing short of publicly apologising to customers for their dishonesty in sitting on such information, and not warning their other customers who may be making bad decisions based on faulty information.

I send a complaint the ombudsman at the start of January but have heard nothing other than a letter saying I should wait for the Post Office's reply.

In the meantime there are other people seeing false information when they log onto a very buggy website.

What would you advise is the best way to prevent other people from making bad decisions based on faulty information?

PeacefulWaters

I'd have taken the £100 and kept my own spending record.

Demanding "public apology" is a bit pointless.

[Deleted User]

£100? Nice result.

Do they still send statements? In the olden days, we used these to know how much we'd spent. May be worth a shot.

System

Take the cash and run - they are awful.

Nebulous2

It is difficult enough sometimes to get a resolution to your own concerns. It is a big burden to put on your own shoulders to resolve to do it for others as well.

I would have taken the money and moved my account. We see a lot of people raising concerns about PO accounts. They seem to be offering some very competitive products but are struggling with the admin and support. You need to make up your mind if that combination is worth it for you.

UpTheWall

If I accept the £100 quid I'll have to sign a form that says I "agree that no further action will be taken in respect of this complaint".

It says a lot that they want to pay me to shut up.

I'm not that bothered about the cash, and I don't mind continuing with the card for another year as I'm only using it to stooze to the max.

I'm more bothered about the possible effects on other people. It's an issue of ethics, and the Post Office are acting without any and getting away with it.

I'll be chasing the ombudsman and complaining to a few consumer programs like moneybox...

PeacefulWaters

Good luck.

The FOS can only rule on your complaint. They can't make any wider order against the card issuer.

UpTheWall

Thanks for the info. PW

Is there anyone with teeth that I can speak with?

chattychappy

First of all, I've used the PO Mastercard for a few years now. The website is rubbish - but I've never had it present "false information". I remember for a while that on certain browsers it wouldn't show any transactions at all. I don't know if that's related to the problem you had. It's very easy to forget to select the right period (or whatever) and end up with no transactions displayed. I hate it.

Reality is, you have a contract with them and you have a complaint. In response to your complaint they have offered a payment in full and final settlement. If you accept, then they have no further liability to you. But they are not "shutting you up" (unless there is a gagging condition attached). You are still free to make such complaint to the authorities as you wish about the way the website works.

I doubt very much that PO Mastercard has admitted they are "presenting false financial information to customers". That sounds like your spin on what they refer to as a "known issue".

The FOS will only deal with the complaint you have made rather than force a public apology. But they are supposedly on the look out for systemic problems which can be referred to the FCA for action. It's true, though, that if you've settled matters with the CC then they will do very little.

You have probably done the best you can - by complaining about the issue on here. You can always try other social media if you like.

As far as I'm concerned, I'm keeping my PO Mastercard. It offers loading free foreign transactions. I'm in Hong Kong right now. It has pride of place in my wallet along with Clarity, Santander Zero and Nationwide Select.

System

They would be the last load free card, i would choose.
Why would someone need 4?

chattychappy wrote: »

As far as I'm concerned, I'm keeping my PO Mastercard. It offers loading free foreign transactions. I'm in Hong Kong right now. It has pride of place in my wallet along with Clarity, Santander Zero and Nationwide Select.

Yolina

chattychappy wrote: »

I've used the PO Mastercard for a few years now. The website is rubbish - but I've never had it present "false information".

Same here, I've had a PO platinum for about 10 years and have never had 'false' or 'missing' information from the website (which, granted, is still as sh*t now as it was in 2006 :rotfl: ) I still get paper statements though and actually their app is surprisingly functional.