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  • FIRST POST
    • spellerrob
    • By spellerrob 22nd Oct 19, 12:36 PM
    • 7Posts
    • 0Thanks
    spellerrob
    0 WOW
    Travel Money horror story advice request
    • #1
    • 22nd Oct 19, 12:36 PM
    0 WOW
    Travel Money horror story advice request 22nd Oct 19 at 12:36 PM
    Hi MSE forums,


    We have had a terrible experience after buying travel money via a link from the MSE Travel Money Max comparison tool and I was wondering if anyone would be able to give us any advice for our situation.



    TLDR: It seems that half of our money was stolen by a Royal Mail delivery person and we have so far failed to receive any compensation. The loss is about 2150 GBP.


    Longer version:



    I started out with the idea of helping my elderly mother save some money when buying her travel money by ordering it online, rather than getting charged more on the high street. In August, we ordered travel money (via Travel Money Max) from Currency Online Group via online payment (debit card) and postage (Royal Mail Special Delivery). Unbeknownst to us, the money was split into two packages by the currency company. In hindsight, this must have been due to the large sum of money ordered and the limited insurance offered by Royal Mail Special Delivery.


    The following day (Saturday), a single package arrived as expected. However, on examining the contents, we discovered that the travel money had been split and that we'd only received half. As the currency company had told us to expect the delivery on Monday, we assumed that the second half would arrive on the Monday. When it did not arrive on Monday, we contacted the currency company. They then provided the Royal Mail tracking codes and these indicated that, according to the system, both packages had been scanned and delivered at the same time, with the same signature.


    However, we absolutely did not receive both packages. I was the person at the door and I received one package, was shown a screen to sign and I signed it.



    Since then, we have been doing our best to get to the bottom of this and claim compensation. However, two compensation requests to Royal Mail from Currency Online Group were rejected. I have since gone through the Postal Review Panel and, after another 30 day wait, on Friday we received an email to say that that claim had also been rejected.


    After communicating with Royal Mail many times and trying to escalate this as high as possible, we have continuously been rejected by Royal Mail who are taking the word of their delivery driver over us.



    During communication with the Royal Mail escalations department, I have been told that the delivery manager has confirmed the items were scanned outside my address. However, they were not scanned in front of me. Therefore, my only conclusion is that this was done on purpose by the delivery person. They must have scanned the two items and then rung my doorbell, handing me only one item. As the recipient, I was not suspicious at the door, as I trusted Special Delivery and I was signing for my item. At that time, I didn't have the tracking information. I also did not know that the travel money was being delivered as two separate items.


    In addition, the delivery driver was on holiday during the week after this occurred (this delayed our investigation) and this also raised my suspicions before hearing that the GPS showed that both items were scanned outside my address.


    We now don't know what to do next.



    Should we report this to the police?
    Should we try the Postal Redress Service? (we have been told that if we were unhappy with the outcome of the Postal Review Panel investigation, we can try this)


    Do we have any other options?


    Any assistance would really be appreciated.

Page 1
    • cubegame
    • By cubegame 22nd Oct 19, 2:48 PM
    • 1,863 Posts
    • 1,037 Thanks
    cubegame
    • #2
    • 22nd Oct 19, 2:48 PM
    • #2
    • 22nd Oct 19, 2:48 PM
    There is probably not a lot you can do. Although you didn't know at the time, you signed for two items.
    • Voyager2002
    • By Voyager2002 22nd Oct 19, 3:06 PM
    • 13,425 Posts
    • 9,251 Thanks
    Voyager2002
    • #3
    • 22nd Oct 19, 3:06 PM
    • #3
    • 22nd Oct 19, 3:06 PM
    Well, I would contact the police: whether or not they can do anything is another matter.
    • EveryWhere
    • By EveryWhere 22nd Oct 19, 4:53 PM
    • 3,044 Posts
    • 1,524 Thanks
    EveryWhere
    • #4
    • 22nd Oct 19, 4:53 PM
    • #4
    • 22nd Oct 19, 4:53 PM
    Definitely looks like a criminal matter and should be dealt with as such.
    • custardy
    • By custardy 23rd Oct 19, 4:27 PM
    • 35,097 Posts
    • 29,771 Thanks
    custardy
    • #5
    • 23rd Oct 19, 4:27 PM
    • #5
    • 23rd Oct 19, 4:27 PM
    IMO this is a police matter.
    As it stands RM has evidence the cash was delivered. Dont expect them to move from that position without pressure
    • Migster
    • By Migster 23rd Oct 19, 8:17 PM
    • 41 Posts
    • 19 Thanks
    Migster
    • #6
    • 23rd Oct 19, 8:17 PM
    • #6
    • 23rd Oct 19, 8:17 PM
    The order would have been split as special delivery is a max of £2500. Does the "proof of delivery" on the RM website cover both packages? Even if it does, it's worth speaking to your bank and asking them to do a chargeback (goods not received). If they agree to it, it will at least put the onus back on the merchant to prove you received both packages (they will try to rely on the POD, but we've suffered the odd chargeback loss at work where the POD wasn't accepted, as it was deemed insufficient proof that the item had been received by the cardholder).
    • DCFC79
    • By DCFC79 23rd Oct 19, 8:40 PM
    • 35,371 Posts
    • 22,323 Thanks
    DCFC79
    • #7
    • 23rd Oct 19, 8:40 PM
    • #7
    • 23rd Oct 19, 8:40 PM
    This is why I choose to collect the currency at a collection eg Sainsburys Travel Shop or whatever its called.
    • headpin
    • By headpin 23rd Oct 19, 9:18 PM
    • 733 Posts
    • 371 Thanks
    headpin
    • #8
    • 23rd Oct 19, 9:18 PM
    • #8
    • 23rd Oct 19, 9:18 PM
    Surely they should have been signed for separately? How does Royal Mail know they are from same sender? Did you not get tracking info? Normally you receive details in advance of progress and when to expect the tracked delivery.

    And, onus is on sender to ensure that you receive an order, so do a chargeback and see what develops.
    • diggingdude
    • By diggingdude 23rd Oct 19, 11:30 PM
    • 1,374 Posts
    • 1,860 Thanks
    diggingdude
    • #9
    • 23rd Oct 19, 11:30 PM
    • #9
    • 23rd Oct 19, 11:30 PM
    i would try and do a chargeback. Then never have money sent to your home again. I regularly have deliveries stolen (tbf usually because Hermes keep giving my parcel to the local thieves 5 doors down), but i wouldn't trust anyone to deliver something as easy to steal as money
    House owner as of 27.3.2019
    • photome
    • By photome 24th Oct 19, 6:54 AM
    • 14,352 Posts
    • 9,842 Thanks
    photome
    Surely they should have been signed for separately? How does Royal Mail know they are from same sender? Did you not get tracking info? Normally you receive details in advance of progress and when to expect the tracked delivery.

    And, onus is on sender to ensure that you receive an order, so do a chargeback and see what develops.
    Originally posted by headpin

    I have never signed more than once for multiple packages, they are all scanned at same time and require one signature
    • custardy
    • By custardy 24th Oct 19, 4:00 PM
    • 35,097 Posts
    • 29,771 Thanks
    custardy
    Surely they should have been signed for separately? How does Royal Mail know they are from same sender? Did you not get tracking info? Normally you receive details in advance of progress and when to expect the tracked delivery.

    And, onus is on sender to ensure that you receive an order, so do a chargeback and see what develops.
    Originally posted by headpin

    Pdas can cover (virtually) unlimited items for signature.
    Multiple items are scanned and one signature screen is presented
    Have you ever had to sign multiple times at the door for a delivery?
    • kazwookie
    • By kazwookie 24th Oct 19, 4:13 PM
    • 11,111 Posts
    • 131,315 Thanks
    kazwookie
    What an odd way to do things, I collect my hol money from the bank or travel shop.


    I must live in a different world, why on earth would someone send that sort of value of money via the post and expect it to get there?
    Sun, Sea

    • custardy
    • By custardy 24th Oct 19, 4:29 PM
    • 35,097 Posts
    • 29,771 Thanks
    custardy
    What an odd way to do things, I collect my hol money from the bank or travel shop.


    I must live in a different world, why on earth would someone send that sort of value of money via the post and expect it to get there?
    Originally posted by kazwookie
    the millions that is sent by RM SD alone every year, would say otherwise.
    • heatherw_01
    • By heatherw_01 24th Oct 19, 4:30 PM
    • 5,567 Posts
    • 3,976 Thanks
    heatherw_01
    What an odd way to do things, I collect my hol money from the bank or travel shop.


    I must live in a different world, why on earth would someone send that sort of value of money via the post and expect it to get there?
    Originally posted by kazwookie
    Lots of people order online for delivery with no issues as the money is sent special delivery to cover the amount sent. This issue is slightly different as RM are claiming both were signed for.

    Saying that I do often order for collection in large amounts as I have had so many issues with RM deliveries myself.
    I'm the Board Guide on Quick Grabbit, Freebies, Overseas Holidays & Travel Planning and the UK Holidays, Days Out & Entertainments boards. I volunteer to help get your forum questions answered and keep the forum running smoothly. Board guides are not moderators and don't read every post. If you spot an illegal or inappropriate post then please report it to forumteam@moneysavingexpert.com (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com.
    • thriftylass
    • By thriftylass 24th Oct 19, 4:37 PM
    • 3,608 Posts
    • 29,917 Thanks
    thriftylass
    I started out with the idea of helping my elderly mother save some money when buying her travel money by ordering it online, rather than getting charged more on the high street.
    Originally posted by spellerrob
    I'm sorry that this happened to you but on the other hand do you think it would have been safe for your elderly mum to go on holiday with 5 grand in her pocket? Or even with the 2.5 K?
    • photome
    • By photome 24th Oct 19, 8:41 PM
    • 14,352 Posts
    • 9,842 Thanks
    photome
    What an odd way to do things, I collect my hol money from the bank or travel shop.


    I must live in a different world, why on earth would someone send that sort of value of money via the post and expect it to get there?
    Originally posted by kazwookie
    Thatís an odd way to do things.

    I must live in a different world as I never buy money I use ATMs abroad maximising the rate with the best cards/accounts
    • TheShape
    • By TheShape 25th Oct 19, 12:15 PM
    • 1,527 Posts
    • 1,387 Thanks
    TheShape
    I don't understand this process of signing for a delivery.

    The last four 'Signed for ' deliveries from Royal Mail to my address have been put through the letterbox and signed for by the Postman.
    • leylandsunaddict
    • By leylandsunaddict 25th Oct 19, 12:41 PM
    • 1,749 Posts
    • 1,232 Thanks
    leylandsunaddict
    Off topic but why on earth would you let your elderly mother take that amount of cash anywhere? It really isn't safe to carry loads of cash. It was hardly likely to be covered by her travel insurance either, so if she'd have lost it or had it stolen, it would be gone.
    • benjus
    • By benjus 25th Oct 19, 4:42 PM
    • 5,323 Posts
    • 3,275 Thanks
    benjus
    I don't understand this process of signing for a delivery.

    The last four 'Signed for ' deliveries from Royal Mail to my address have been put through the letterbox and signed for by the Postman.
    Originally posted by TheShape
    "Signed for" and "Special Delivery" are two different services with different standards.
    Let's settle this like gentlemen: armed with heavy sticks
    On a rotating plate, with spikes like Flash Gordon
    And you're Peter Duncan; I gave you fair warning
    • TheShape
    • By TheShape 25th Oct 19, 6:29 PM
    • 1,527 Posts
    • 1,387 Thanks
    TheShape
    I don't understand this process of signing for a delivery.

    The last four 'Signed for ' deliveries from Royal Mail to my address have been put through the letterbox and signed for by the Postman.
    Originally posted by TheShape
    "Signed for" and "Special Delivery" are two different services with different standards.
    Originally posted by benjus
    Indeed, but for the signed for and Tracked 48 with Signature services are expected to obtain a signature from the recipient. None of my recent deliveries have followed their standards. There is a lot of money being paid for services which Royal Mail are not providing.
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