Questions Of Cash: How can Royal Mail take nearly two months for a special delivery?
Saturday 28 October 2006
Q. I paid for the Royal Mail redirection service from 4 September. Two days later, it made a special delivery to my old address. I called Royal Mail twice in two weeks and made an online complaint. Royal Mail said it would collect the package from my old address and redeliver the week of 18 September. Nothing has happened.
A. Royal Mail has finally collected the item and redelivered correctly. It apologises.
Q. I had belongings worth £2,000 stolen from my house. Prudential was engaged as insurer by my parents, before the house was left to me when they died. The solicitors acting as executors renewed the policy. But after my property was broken into, Prudential, on the advice of its loss adjuster, refused to pay as I don't live there.
Prudential says I didn't inform it that I have a lodger - but the person living there is a friend and I don't take rent from him. Were the executors negligent in appointing Prudential?
A. Prudential has refused to change its decision - understandably. It is the policyholder's responsibility to ensure that the terms of an insurance contract are complied with. Your policy made it clear that it was issued on the basis that you live in your property, and you do not. The fact that your friend lives there rent-free is not particularly relevant.
Prudential tells us that you were in breach of a second requirement of its policy as the security of the property was below that specified.
Still, we have been able to obtain a repayment of past premiums from Prudential, which it had previously been slow to send you. We also offered to examine the decision taken by the executors in renewing the policy, but you failed to respond to our offer.
However, it appears that the executors' policy renewal took place 18 years ago, so it is highly improbable that the executors could be held responsible for your current problems. You should take the terms of insurance policies more seriously.
Q. I recently read the article in which you urged readers to check their credit-reference files from time to time. I then looked at my Experian file and found it did not show me as having been on the electoral roll for the entire period at my address - though I have been, as my council confirmed to me.
When I spoke to Experian, it said that it couldn't amend its records. I obtained a "Guide Reference" from the council to give to Experian. But Experian merely wrote restating the incorrect information it had about me on the electoral roll, and offering me the opportunity of applying for a copy of my credit report.
I then obtained an e-mail from the council confirming that it had checked its electoral registers from 1981 to 2006, and that I was on these, and I forwarded this to Experian. I again asked Experian to amend its records and confirm this. Experian again sent me my uncorrected credit file.
Once more, I phoned Experian and it wrote to me to say this was being investigated. Then it sent a letter saying that it had confirmed that the information originally held was correct.
After I wrote to the company's managing director, Experian sent me a letter (using a wrong name) saying that it had corrected my record and had sent the amended information to all companies that had enquired about me in the last six months - including five banks with which I have no relationship.
I can't believe how difficult it has been to get wrong information corrected at a company whose business is keeping correct information.
A. Experian apologises and says that your experience "does not represent our usual levels of customer service". It adds that it had not sent your credit files to the listed five banks - this was a further error on its letter to you. It is sending you an "up-to-date" copy of your credit report - which we hope will be correct this time. It is also sending you £25 to say sorry.
Q. In May, I signed with T-Mobile for an agreed price plan, but I received a different package. I have had to pay an extra £250 for international calls and "European roaming", even though my contracted 500 minutes can be used to make calls to Europe and the USA. I am also not being allowed my 300 texts each month, as specified in the contract.
T-Mobile refuses to allow me to go on to the pricing plan I signed for in my contract, claiming that I cannot afford this. Instead, it is imposing charges that are even more expensive.
A. T-Mobile has not approved the original deal you were offered by the retailer, on the basis of your poor credit rating. But it has agreed to give you a £30 monthly credit to compensate you until your credit rating improves and you can move on to the pricing plan you requested.
Questions of Cash cannot give individual advice. Please do not send original documents. Write to: Questions of Cash, The Independent, 191 Marsh Wall, London E14 9RS; email@example.com.
Independent Partners: See how much you could save by switching credit cards. Compare now
elephant appealPrince William signs up for our charity appeal
elephant appealSo says man jailed for cutting off dead elephant's tusks
booksWe examine the best titles for teens
scienceResearchers teach border collie to understand sentences using more than 1,000 words
booksA Christmas story in six parts
travelWill high-value tourism help the workshops of this Renaissance city?
Geoffrey Macnab does not like the comedian's big screen debut
- 1 Tim Sherwood challenges Daniel Levy to set out vision for Tottenham Hotspur’s future
- 2 French pub fined €9,000 after customers returned empties to bar - because it's 'undeclared labour'
- 3 Sun will 'flip upside down' within weeks, says Nasa
- 4 #Teamnigella: It’s the only side to be on
- 5 Christmas comes early: Justin Bieber is 'retiring from music'
Tom Daley ‘is gay because his father died’ says UK evangelist
Iain Duncan Smith leaves Commons food banks debate early
David Cameron takes his biggest gamble yet as he gets tough on Europe over immigration
Kiss and yell: Italian protester charged with sexual assault after kissing riot police officer
Anachronistic and iniquitous, grammar schools are a blot on the British education system
Scientists ‘incredibly concerned’ for fate of banana as plagues and fungus infections spread across world’s supplies
- < Previous
- Next >
iJobs Money & Business
£59999 - £80001 per annum + Benefits: Pro-Recruitment Group: A Top 10 firm in ...
£50000 - £75000 per annum + benefits + bonus: Harrington Starr: Project Manage...
£60000 - £90000 per annum + benefits + bonus: Harrington Starr: Business Analy...
£Negotiable: Citifocus: High calibre individual with institutional client serv...
Day In a Page
A three-bedrrom flat with 2,733sq feet of living space, a beautiful private garden and 15 acres of communal grounds
A four-bedroom chalet bungalow with three bathrooms and a spacious garden, £525,000
A two-bedroom flat with an open plan kitchen and two balconies, close to Arsenal station
A six-bedroom farm house with separate, detached cottages and 371 acres of land
A two-bedroom cottage with parquet floors, chunky beams and an open fireplace
A Grade II-listed home with six bedrooms, secluded landscaped gardens and views across Hadley Green
A Grade II-listed mansion with two apartments and a cottage, near Gretna Green
A three-bedroom Grade II-listed mews house with vaulted ceilings and roof garden
A spacious Grade II-listed family home with annexe and equestrian facilities among four acres of land in Itchingfield
A four-bedroom home with exposed brick walls and open fires in the picturesque village of Northill
A Grade II-listed property with five bedrooms and unique tower, overlooking Hastings Old Town
A charming five-bedroom detached family home, set within half an acre in Kew
A two-bedroom maisonette set on the top two floors of a period building, close to Kentish Town Tube.
Take advantage of the extra space provided by former stables and outbuildings at this five-bedroom farmhouse.
This three-bedroom Victorian terrace is near to Queen’s Road Peckham station, Nunhead station.
A five-bedroom modern house with terrace, swimming pool, Zen treehouse and large carp pond
An unexpected gem with four bedrooms, remarkable vaulted reception and a galleried study area
A five-bedroom house in one of Lymington's most sought after tree lined avenues, moments from the marinas and sailing clubs
A grand early 19th century B&B close to the historic harbour, with four en suite bedrooms
A four-bedroom, 17th century home with walled gardens, a landscaped terrace, cellar and open fires
A six-bedroom house with five bathrooms and four reception rooms spread over 4,000sq ft of luxury living space
A stunning three double-bedroom apartment with two decked terraces in the exclusive gated community, Bromyard House
A 10-bedroom period, family home amid beautiful surroundings in the centre of the Wentworth Estate in Longcross village
A stylish three-bedroom apartment with two bathrooms and private landscaped garden, moments from Fitzroy Square
A Grade II-listed Elizabethan barn with landscaped gardens, exposed elm beams and four bedrooms, all with lovely views
A six-bedroom family home, dating back to 1280 with four reception rooms, barn, swimming pool and tennis courts in Harwell
A spacious two-bedroom flat, refurbished to a very high standard with private landscaped garden, close to Kentish Town station
An exceptional two-bedroom apartment with balcony and underground parking in the centre of Richmond
A one-bedroom, luxury, duplex apartment in the grand landmark building, Imperial Hall
Run a fabulous boutique shop, live above it in a one-bedroom flat and let a second one-bedroom flat that comes part and parcel
A Grade-II listed, thatched cottage in Hundleby village, with five bedrooms, a coach house and three and a half acres
A spacious two-bedroom flat in the heart of Hoxton Square with wooden floors and roof terrace
A five-bedroom family home with stunning pool and gym complex set among two acres of land
A six-bedroom period house with heated swimming pool and a separate two-bedroom annexe cottage in Townlake, £795,000
A spacious and contemporary two-bedroom flat arranged over three floors, with garden patio close to St George Square, £600,000
A one-bedroom flat in a beautiful Regency building opposite the beach in Kemp Town, £190,000
A two-bedroom flat with London skyline views close to Surrey Quays. £395,000.
A seven-storey tower with three bedrooms and a stunning roof terrace. Guide price: £850,000.
A 16-bedroom country pile with nine reception rooms, four self-contained flats and a 13th century Peel Tower. £850,000.
A classic six-bedroom Victorian Manse house 10 miles from Edinburgh. £495,000.