>My experience in the UK is that dysfunctional organizations try to hide issues by bullying their own customers.
I noticed this from Royal Mail. I reached out to them multiple times regarding a scam carried out using one of their tracked products from an eBay purchase and they said there was nothing they could do about it. But there was something they could do, and it was already going on completely silently in the background.
I later received a letter from Royal Mail stating that the delivery did in fact not take place, and with that I was able to claim a refund from eBay. However my interactions with Royal Mail were not reasonable:
1. They did not disclose that the matter would be looked into, instead they stated unequivocally that it would not and there was no way to escalate the matter. This meant that my plans were altered on account of assuming that the funds were lost.
2. They were unwilling to provide any official statement to eBay regarding the limited "tracking" available for their own product, and naturally eBay won't accept second-hand statements. If they were slightly flexible this would have resolved the dispute promptly - and I doubt I was the first person to fall victim to this scam, so some communication between eBay and Royal Mail would seem reasonable.
3. They gave no notice that they found in my favour and would be sending me a letter as evidence. I only received that mail by chance as I happened to book the same accomodation in a later visit, and this luckily coincided with that letter's arrival.
The unhelpfulness, stonewalling and opaque investigation seem entirely designed to cover for their own shortcomings. They would have had location data for the signed delivery, and they would have immediately had visibility that this didn't match my address.
I noticed this from Royal Mail. I reached out to them multiple times regarding a scam carried out using one of their tracked products from an eBay purchase and they said there was nothing they could do about it. But there was something they could do, and it was already going on completely silently in the background.
I later received a letter from Royal Mail stating that the delivery did in fact not take place, and with that I was able to claim a refund from eBay. However my interactions with Royal Mail were not reasonable:
1. They did not disclose that the matter would be looked into, instead they stated unequivocally that it would not and there was no way to escalate the matter. This meant that my plans were altered on account of assuming that the funds were lost.
2. They were unwilling to provide any official statement to eBay regarding the limited "tracking" available for their own product, and naturally eBay won't accept second-hand statements. If they were slightly flexible this would have resolved the dispute promptly - and I doubt I was the first person to fall victim to this scam, so some communication between eBay and Royal Mail would seem reasonable.
3. They gave no notice that they found in my favour and would be sending me a letter as evidence. I only received that mail by chance as I happened to book the same accomodation in a later visit, and this luckily coincided with that letter's arrival.
The unhelpfulness, stonewalling and opaque investigation seem entirely designed to cover for their own shortcomings. They would have had location data for the signed delivery, and they would have immediately had visibility that this didn't match my address.