A new low for Royal Mail

Out of the blue I receive a new kind of surcharge supplement from Royal Mail, accusing me of using a cancelled label and therefore imposing a £10 fine on me, and threaten me that they will impose a £10 fine on me in the future for each and every single cancelled label that is used illegally.

Problem is I generated 100% of my labels using their API, and never cancelled a label.

They sent me a tracking number, but the format of tracking number does not match any of the RM service that I use. (I only use RM 24, which is a string of alphanumeric code, whereas the tracking number they sent me is just a string of numbers).

Obviously the tracking number did not return any order record when I search it against my order management system (cloud based server).

I wrote to them twice. First I wrote to them saying that I do not recognise the tracking number, and the format does not match the RM service that my account is using. They explained to me that the fine is imposed because I used a cancelled label, conveniently ignoring my statement that it does not match the RM services that I am currently using. Then I wrote to them again asking them to provide more details such as the recipient’s and shipper’s details, so that I can at least verify that the package was indeed sent my myself. They then responded to me saying that they cannot release such details as it is against their GDPR policy.

So what now? They expect me to just cough out £10 for nothing?

Of course I am going to continue to challenge/appeal the fine, but the “couldn’t care less” attitude from RM Business Support team is appalling.