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Review of the Post Office, ISAs:

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Appalling Customer Service

I have been a Post Office Customer with an ISA Savings Account since 2014. When I received my recent statment I found that the Iintersest rate on my ISA had reverted to 0.1 per cent. When I rang Customer Services yesterday to enquire why the interest rate had changed I was told that they had sent me a letter on the 8th October 2020 that the interest rate would revert to 0.1 per cent if they didnt hear from me.. This letter was never received by me, although they insisted the notification had been sent. I have in the past had letters delivered by Royal Mail to neighbours several doors down from me, and the Cornovirus pandemic has also had an affect on deliveries by Royal Mail. I phoned their Customer Services yesterday to advise them that the letter that was sent on 8th October was never received, but after a long wait whilst the Customer Services person I spoke to talked to his superior I was told there was nothing they could do to reverse the situation, to reinstate my ISA Policy at the rate I was originally receiving of 1.15 % . So I cancelled the policy. Perhaps they could for future incidents like these in the current pandemic crisis at least send an e-mail as a reminder or even another reminder letter in case the first norification is not received by post. I would never invest my savings with the Post Office again and would caution anyone else thinking of doing so. Reviewed on: 5th February 2021

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