Royal Mail - Item Retention

Enterprise1701D

Before i start all this, i just want to say YES, i know i'm a silly silly individual but if anyone can help it would be appreciated.

So, I sold a phone on Facebook Marketplace, surprise surprise turns out it was a complete and utter con.
Sent the phone, provided tracking as requested etc etc etc no money obtained.
Reported to police and actionfraud etc etc etc.

My issue now lies with Royal Mail.

I managed to get the item stopped from being delivered and now the tracking says it's being held under Item Retention.

I call Royal Mail and give them all tracking information etc and they say oh yes, it will be returned as it's now passed the 18 days of being held.

I ring them back for them to tell me the agent i spoke with actually gave me the wrong information and the item is now being considered lost, DESPITE it saying that it's at the depot and has been since 21st November.

The agent has now created what he called a "complaint" on my behalf and told me to ring back after 4 working days for an update.

I've been in email contact with their security helpdesk and they confirmed that they still have the item and that it will be returned.

SO, the question i have is, am i being lied to by Royal Mail? Do they really still have the item? (high value item) What can I do to retrieve my item now it's gone past the 18 days? Why is it being declared lost when it states on the tracking it's being held at the depot?

Many thanks!

eskbanker

Surely it can be lost within the depot, i.e. it was recorded as having been present there (with no corresponding outbound record) but without it currently being traceable on their internal systems used within the depot?  I'd assume that in these vast places, things get mislaid, labels fall off, etc, so a belief that it's somewhere within the location doesn't necessarily mean that anyone can actually put their hand on it.  Was it adequately insured?

Aylesbury_Duck

I agree.  It can be retained and lost.  What insurance did you take out?

lisyloo

What service did you use? 
Does the insurance level cover the value?
and is it past the waiting period for a claim?

If both are yes then put in a claim

user1977

Enterprise1701D said:

Why is it being declared lost when it states on the tracking it's being held at the depot?

I guess because their tracking doesn't have an option for "oops we've lost it".