Currency not delivered

karma_pyjama

I ordered foreign currency in Oct and realised this weekend they didn't deliver it. I checked my phone and there were no messages or emails about it so I asked the currency provider for a tracking ref.

They gave me a Royal Mail reference which shows that RM tried to deliver on a Saturday when we were out. I have a confirmation email from the currency company showing that I booked delivery for the Monday when I would be in to sign for it. They dispatched and delivered it two days early.

The RM tracking showed that the package was sent back to local depot and immediately sent to regional depot and all tracking from that point has stopped. 

We did not receive a 'missed you' card or message, otherwise we would have followed up much faster.

I called RM and after a long wait they said the item is missing and no longer trackable and I have to raise it with the sender.

The currency company has said they are a third party provider and they have to claim with their currency provider first. I have to fill in a loss form and provide them with a crime reference number. 

Has anyone else been through a similar experience and how long did it take to resolve?

NoodleDoodleMan

"I called RM and after a long wait they said the item is missing and no longer trackable and I have to raise it with the sender."

I would want an expert opinion on that response from Royal Mail.

The police perhaps ?

Westin

I suspect the foreign currency company will ask why you did not call them and chase up on the Tuesday after the delivery date. Any reason why you didn’t?

Hopefully the undelivered item was returned to the FX company rather than ‘lost’ in the Royal Mail system.

Migster

It was presumably sent Special Delivery so will be insured and as such the sender should suffer no loss. They really should refund you now while they sort it out with RM. If they !!!!!! about just go down the chargeback route. 

NoodleDoodleMan

I would have thought the buck stops with the Royal Mail ?

They failed to deliver a (presumably) Registered mail item - saying it was lost is a cop out surely ?

Westin

OP has not logged back in since posting so seems possibly like another dead thread.