Royal Mail redirection Vs Royal Mail IT

veryintrigued

Seems that there are a number of bugs in the Redirection website including that if you try and use a payment card associated with the new address the transaction fails.

Indeed it's so bad you need to visit a Post Office to resolve if you no longer have a payment card associated with the old address because you're organised.

The advisor tried to help as best as they could but are hampered by systems which only update after 19:00hrs.  So even though the transaction was showing as pending on the payment card, for me, they have no view of this until the next day.  They also advised due to the bug the funds will probably get returned anyway.

Not ideal when you're paying so much for 12 months and have left it close to the 5 working day cut off to try and get best value.

Shocking systems as per from the R.M

PRAISETHESUN

I believe it is a security thing - they need a payment card linked to the old address so they can be sure it is someone who actually lives at the address requesting the redirection, otherwise whats to stop someone getting random addresses redirected without their knowledge/consent? I agree that they could've handled it better though, particularly if the payment card is in the same name as the names that are being redirected.

veryintrigued

PRAISETHESUN said:

I agree that they could've handled it better though, particularly if the payment card is in the same name as the names that are being redirected.

Indeed. The card is in the same name etc.

 Their IT also allows redirection months after the move.

Little point in allowing this when their systems cant handle it (as the cards will have been updated with the change of address).

The advisor read through a number of other scenarios which could have also caused the issue.

Shocking

user1977

PRAISETHESUN said:

whats to stop someone getting random addresses redirected without their knowledge/consent? 

I'm not sure what other checks they do to set it up, but once done they certainly deliver notification to the old address so whoever is there knows that a redirection is in place.

veryintrigued

user1977 said:

PRAISETHESUN said:

whats to stop someone getting random addresses redirected without their knowledge/consent? 

I'm not sure what other checks they do to set it up, but once done they certainly deliver notification to the old address so whoever is there knows that a redirection is in place.

This is correct.

They send a letter advising.

This 'redirector' decides whether this includes their new address.

badger09

veryintrigued said:

Seems that there are a number of bugs in the Redirection website including that if you try and use a payment card associated with the new address the transaction fails.

Indeed it's so bad you need to visit a Post Office to resolve if you no longer have a payment card associated with the old address because you're organised.

The advisor tried to help as best as they could but are hampered by systems which only update after 19:00hrs.  So even though the transaction was showing as pending on the payment card, for me, they have no view of this until the next day.  They also advised due to the bug the funds will probably get returned anyway.

Not ideal when you're paying so much for 12 months and have left it close to the 5 working day cut off to try and get best value.

Shocking systems as per from the R.M

That's really odd as their help section clearly says the card can be registered at either the old or the new address
https://www.royalmail.com/d8/help/redirection (4th bullet)

I can't now remember which card I used for ours back in January & February, but I arranged for 2 redirections in a very short period, and found their system worked very well. 

 

veryintrigued

badger09 said:

veryintrigued said:

Seems that there are a number of bugs in the Redirection website including that if you try and use a payment card associated with the new address the transaction fails.

Indeed it's so bad you need to visit a Post Office to resolve if you no longer have a payment card associated with the old address because you're organised.

The advisor tried to help as best as they could but are hampered by systems which only update after 19:00hrs.  So even though the transaction was showing as pending on the payment card, for me, they have no view of this until the next day.  They also advised due to the bug the funds will probably get returned anyway.

Not ideal when you're paying so much for 12 months and have left it close to the 5 working day cut off to try and get best value.

Shocking systems as per from the R.M

That's really odd as their help section clearly says the card can be registered at either the old or the new address
https://www.royalmail.com/d8/help/redirection (4th bullet)

I can't now remember which card I used for ours back in January & February, but I arranged for 2 redirections in a very short period, and found their system worked very well. 

 

It seems these 'bugs' are well known with the poor staff that work there and have to cover for these 'features'.

They read down a list of scenarios that may have caused it and this is one of them.