"Upset and confused 91 year old lady"

A review of Royal Mail by Susan written on Friday 29th of May 2015

I have just received a phone call from my very upset 91 year old mother in law. She received a card informing her that something couldn't be delivered to her because it had insufficient postage on it. She phoned up the Basingstoke sorting office and was told that she would have to go there, with proof of identity, pay one pound, and the item would be handed over to her. She explained that she is 91 years old and is basically housebound due to mobility problems. The response was that the item would be returned to the sender. When she asked who the sender was she was told that they were not allowed to give out this information. She is now panicking, ringing around anyone that knows her to see if they have sent something. She worries at the best of times but this incident will give her a few sleepless nights. I and my husband live in Holland and the rest of her family are scattered across the country so we are not around unfortunately to help her out. I know that Royal Mail have slim-lined their operations and probably have new rules and procedures to follow but surely the person on the other end of the phone could have made an exception in this case. She is 91 years old for goodness sake!.

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