12 June, 2014
Update: I received a call from SingPost asking me to provide copies of my bank statements for the last few years showing that I had paid my P. O. Box rental vide giro.
When I explained that it would be difficult for me to obtain bank statements going back a few years, she said that they require them because they only have the records for one year.
I managed to obtain the statements and sent it to them.
About a week later, I received the call today to inform me that their records show that Robinson Road P.. O. Boxes were never demolished or moved a few years ago (but the original building is no longer there?)
Hence, they are unable to refund my rentals paid.
They also asked if I could give them the letter which I said I had received from them a few years ago – informing me to remove my P.O. Box contents because Robinson Road P. O. Boxes were being demolished/moved.
“‘singpost’PO Box rental deductionInbox (SingPost)
To SingPost
As requested, attached are the years’ bank statements showing the giro deduction of the p.o. box rental
Thank you
—From: (SingPost)@singpost.com>Date: Tue, Jun 3, 2014 at 10:27 AMSubject: PO Box rental deductionTo:
<leongszehian2@gmail.com>Dear Mr Leong
Thank you for accepting my call today.
As discussed over the phone, kindly provide us a billing statement showing that the amount was taken out from your Giro bank account for 2 occasions, 2013 and 2014. We can process the refund however we need to have the supporting documents required to fully establish the claim and process. Thank you and enjoy the rest of the day.
“Customer Relations ManagerCustomer Care & ExcellenceSingapore Post Limited (Reg No. 199201623M)www.singpost.com T +65 6845 4517 • F +65 6842 3400 • A 10 Eunos Road 8, Singapore Post Centre, Singapore 408600”
TR Emeritus
May 22, 2014
http://www.tremeritus.com/2014/05/22/the-curious-case-of-the-demolished-p-o-box/
After about 2 months from the time when I first called SingPost Customer Service number 1605 about my query – about 10 email exchanges and 10 calls – and countless minutes of holding on the line to speak to a human being, being kept on hold, etc – the outcome is best described as illogical and nonsensical.
But, allow me to start my story from the very beginning…
I recall a few years ago, receiving a letter from SingPost informing me that as the building where I had rented a P. O. Box (Robinson Road), was being demolished/renovated or something – I had to clear all the items in my P. O. Box to make way for the renovation.
I did so accordingly.
A few years later (March this year) – I realised that I had been charged through my GIRO every year for the P.O.Box rental.
Despite the umpteen emails and calls – the final email response is still the same as the illogical one that I received when I first called. – It was my responsibility as a customer to write to SingPost to cancel my P. O. Box rental account, regardless of the letter from SingPost informing me to clear my contents from the box to make way for the (P. O. Box) building’s refurbishment.
If you receive such a letter, wouldn’t you have the obvious impression that the P. O. Box service was being discontinued?
Despite being asked by the same staff to repeat the same scenario all over again several times – the final email response is still one that refuses to understand the original scenario which occurred.
By the way, despite informing the respondent(s) repeatedly that it was Robinson Road P. O. Box – the final email still refers to Bras Basah P. O. Box?
In the thousands of articles and letters that I have written in the last 15 years or so – I have rarely if ever written an article about my own “strange” encounters with a service provider.
Perhaps I am driven to write this, because in recent years – I find that the level of customer service has deteriorated to the point, whereby some of my friends have simply given up calling – because they keep getting the same illogical and nonsensical responses – not to mention the difficulty in communicating with the staff who answer calls – who increasingly seem to speak English which is beyond our normal comprehension which we are used to, living in Singapore.
Extracts from SingPost email of 9 May:
First, we would like to apologise for the inconveniences this has caused you.
Regarding your concern about your PO Box subscription, it would be helpful if you can share with me your feedback about the service for me to best assist you.
As I understand, you had a PO Box subscription previously under Bras Basah Road branch which was eventually relocated to Robinson Road branch on 2011. With the said event, you have received a notification for the transfer, but has not attended to your intent to terminate the service, and you have not surrendered the PO Box key to the post office.”
- My P. O. Box was always at Robinson Road?? Why do they keep talking about Bras Basah Road branch?
- As such, the PO Box rental has continued to be debited from your GIRO account. You have given us a call about your intent to terminate the service last March 2014, and the termination of the service only took effect 14 March 2014 as terminated.In line with this, kindly advise us on how this issue be resolved as there was no termination letter sent to us, and the PO Box key was not turned over accordingly.”
- – How can my initial call to query the billing over the years be construed to be a call from me to “intent to terminate the service and thus the termination of the service only took effect 14 March as terminated”?
- And they are asking me – “kindly advise us on how this issue be resolved as there was no termination letter sent to us”!
- I give up! Wouldn’t you?
- Does anyone have a similar experience or issue, or remember about what happened to the Robinson Road P. O. Boxes?
Case ID number: 1270639/1192813
Leong Sze Hian
P.S. After “Thank you for accepting my call on 17 March 2014.
Please be advised that we will be forwarding your concern to the PO Box section for further assistance. Kindly allow us more time to verify the PO Box account that has been paid via GIRO till date. An investigation will be created and will update you for any response.”
– There was silence for the next 38 days until 24 April – had to email to ask what was the status of their investigation.
There was also no response to the 24 April email – silence for a further 11 days – so, sent another email on 7 May asking again as to why the long silence and the status.
Leong Sze Hian
———- Forwarded message ———-
On Friday, May 9, 2014 10:30 AM, SingPost Customer Service <custsvcs@singpost.com> wrote:
This is in reference to your PO Box concern.I have attempted to call you back today, 9 May 2014, and was advised that you are currently not around. As such, I am sending you this email.
First, we would like to apologise for the inconveniences this has caused you.
Regarding your concern about your PO Box subscription, it would be helpful if you can share with me your feedback about the service for me to best assist you.
As I understand, you had a PO Box subscription previously under Bras Basah Road branch which was eventually relocated to Robinson Road branch on 2011. With the said event, you have received a notification for the transfer, but has not attended to your intent to terminate the service, and you have not surrendered the PO Box key to the post office.
As such, the PO Box rental has continued to be debited from your GIRO account.
You have given us a call about your intent to terminate the service last March 2014, and the termination of the service only took effect 14 March 2014 as terminated.
In line with this, kindly advise us on how this issue be resolved as there was no termination letter sent to us, and the PO Box key was not turned over accordingly.
For further enquires you may call us at 1605 from 8.00AM to 6.00PM, Monday to Friday and 8.00AM to 1.00PM on Saturday.
Yours Sincerely
Francis Reyes
Duty Manager
Customer Care & Excellence
Singapore Post Limited (Reg No. 199201623M)
www.singpost.comThis mail (including all attachments) contains confidential information which may be privileged. It is intended solely for the identified recipient(s) to whom it is addressed
Leong Sze Hian
* Leong is the Past President of the Society of Financial Service Professionals, an alumnus of Harvard University, has authored 4 books, quoted over 1500 times in the media, has been host of a money radio show, a daily newspaper column, Wharton Fellow, SEACeM Fellow, columnist for Malaysiakini, executive producer of the movie Ilo Ilo (26 international awards). He has served as Honorary Consul of Jamaica and founding adviser to the Financial Planning Associations of Brunei and Indonesia. He has 3 Masters, 2 Bachelors and 13 professional qualifications. He blogs at www.leongszehian.com.
