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Thank you so much for your advice. I will definitely pursue this all the way now that I know about the fees being part of the claim. The latest is they have now said that the envelope I received which I photographed and emailed them is not the package they sent to me.
They have now refunded me! Much more of a struggle than it should have been, but I got there in the end. Such a relief! Thanks again for all of you advice :-)
They have now refunded me! Much more of a struggle than it should have been, but I got there in the end. Such a relief! Thanks again for all of you advice :-)
I've only just come across your post, if your ever in this scenario again, one thing to check is the weight of the parcel shown on the franking mark on the envelope. as if something is wrong the weights will differ. So glad you got your refund well done.
