The Post Office Phone Service Review

Overall Rating

None

Customer service
Some rude staff
Inefficient at times
Charging me for hours and hours of calls to correct their mistakes
Incorrect charges applied and threatening letters to pay them even though they were the post office's error

I decided to switch to the post office home phone in September this year as BT wanted to charge me a whole years line rental for changing the name on the line rental to mine when my ex partner left. The post office did not have a contract. I had an existing line (for the last four years) so according the their website there would be no new connection with the post office they would simply take over the line.
I initially spent TWO hours on the phone to the post office to try and get this sorted out. They cut me off FOUR times and insisted i wait in a queue to speak to someone each time i called back - they refused to call me back so I was being charged each time for the call.
They tested my line and found a dialing tone so advised it was a current working line with BT which i already knew, and that i could keep that line so no new line would need to be installed. They then decided they needed to send out an engineer anyway and insisted that I take a day off work for this. I was not able to do this as they were not flexible on time or day, so I had to get my father to wait at my house for the engineer. The engineer tested the phone and found an existing dialing tone. When the engineer left he handed my dad a new phone number! I called the post office within the hour of the engineer having left my house and they told me they had no idea who the engineer was or how to contact him to ask him why he had tried to change the number when the old number was working.
The post office after another two hours of discussion at my expense, decided they could simply change the number back to my existing number with no engineer needed and it would be done in three days and I would NOT be charged for a new line rental - surprisingly it was changed back within three days!!!!
HOWEVER - i then received a bill for £110 for new line rental quoting the number that the engineer had given my dad which was now NOT my number. This has been going on for almost three months now and STILL the post office maintain i have to pay this bill. They will not accept despite all the evidence that this is their error and continue to send what I feel are threatening letters to me about cutting off my phone and passing the dept to a collection agency. This complaint has cost me so much time and money spent on the phone to the post office and continues to cause me a HUGE amount of worry and stress. I have taken the complaint to the highest level and they still maintain that I had a new line put in and I must pay for it despite the bill for the new line quotes the telephone number that is NOT my number!!!

I accept that mistakes can be made but the post office have refused to accept they made a mistake. I am quite frankly disgusted with their service and would never suggest that anyone ever consider using the post office because of this. I am not a fan of BT either but I have never known anyone be treated as poorly by BT as i have been by the post office and it continues to go on!