Dear The Real Singapore,
I sent some documents to Bangladesh using Speedpost from Sembawang Post Office Branch on 5th October 2013. The documents I sent reached my intended recipient’s destination about 2 weeks later.
On 6 November while at work, I received a call from my parents at home saying that a postman had come over to our house, to deliver some documents demanding payment of $40.75. They made the payment and when I got home I was surprised to receive an envelope from Singpost as attached.
The envelope contains documents belonging to someone else with personal bank statements and other personal documents in it, with a carbon copy of my earlier documents sent using Speedpost pasted on this envelope. Singpost was using my address as returned mailing address for this document that is lost! I managed to contact the person the document belonged to as the mobile number is stated in the documents inside the envelope. The person claimed that her documents sent overseas were lost about 1 month ago (since October 2013) and she had made a report to SingPost and had not received any reply.
The next day, on 7 November, I brought over the documents to Singapore Post IMM branch and informed the staff of the situation which none could assist, all said Singpost HQ had made an error using my address as an address for returned lost mail. They photocopied the documents envelope and assured me that they would get back to me. No one did.
On 25 November 2013 I wrote an email to Singpost and got a reply from a customer service care officer asking me to attach this image of the envelope and provide me with my full name and address, which I replied on the same day itself.
I waited until 16 December 2013 but no one replied, therefore I decided to email again that day. No one replied this time round. I sent another email to custsvcs@singpost.com on 28 January 2014 but still no one replied.
I made a call to SingPost hotline on 20 January 2014 and after speaking to a customer service officer, informing the whole situation, I was informed he would investigate and get back to me on my case. Which he never did.
I made another call to SingPost hotline again on 6 February 2014, and was informed of the same thing, that investigation would be done and I would be updated soon.
I made another call on 17 February 2014 and was told that they would assist me to investigate. I asked the officer if I were to go down to SingPost at Paya Lebar, could I get my refund and settle the issue, but instead I was advised, the customer service officer there will tell me to call in to lodge my complaint. And this is the procedure. I have called 3 times for the past 2 months! And still not solved!
Why am I forced to pay $40.75 for a wrongly returned document to my address and have to go through all this for the past 4 months just to claim back the amount, and bear the error done by SingPost? It has been 4 months, can SingPost please settle this for good?
Izan
TRS Contributor
Editor's Note: Article has been forwarded to Singpost for clarifications. No response from them so far.