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Royal Mail website suffers technical difficulties

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By John Glenday, Reporter

December 10, 2011 | 2 min read

The Royal Mail has been forced to issue an apology after some of its SmartStamp and online postage customers were debited twice for transactions following ‘technical difficulties’.

The postal service has been scrambling to review customer records to find out who has been charged erroneously since Thursday and is offering additional payments of £25 to each affected individual as a gesture of goodwill.

It is not the only difficulty to affect the service with some customers also unable to see the results of top ups to their pre-pay accounts.

Gary Simpson, Royal Mail’s chief customer officer, said: “I would like to sincerely apologise to you for the disruption at this key time of the year for our customers. We do really appreciate the level of inconvenience this is causing many of our SmartStamp and Online Postage customers.

“Capgemini, who manage the website on Royal Mail’s behalf, are working hard to return the website to normal. All other applications on the Royal Mail website, apart from Pricefinder, are operating normally.”

A helpline has been set up to help customers experiencing difficulties at 0845 600 1334. This will be open between 9am and 2pm today and 9am and 1pm on Sunday 11th December.

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