The couple found they had a problem with their computer (stock image) (Image: Wavebreakmedia)
The pair had been very happy with the Post Office which supplies their broadband so when their email developed glitches they called it for advice. Customer services suggested it was something for their internet services provider Yahoo and gave them a number to call. “We did this and were talked through a long complicated procedure,” says Rosemarie. “We were advised to leave the computer on. After four hours I called the number again and the line went dead.” Concerned the Fitts called in their local computer repairer. “He said we’d been hacked,” adds Terry. “Our bank had to replace our cards.”
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The couple also called the Post Office.
“We warned them to stop handing out this number so no one else was caught,” explains Rosemarie, 80. “Our computer was cleaned and new software installed.”
In all the fix cost them £230.
The Post Office apologised for what had happened and said it would cover the expenses.
But after sending in the repair invoice they received an email saying they would get £50 as a goodwill gesture, “because although the Post Office had supplied the number, it had not told us to call the repairman so it was not responsible,” a disappointed Rosemarie told Crusader.
Although correct that the Fitts had had an email problem in the first place that they might or might not have had to pay for to get fixed, that had been overtaken by the unintentional error that led to the scammers gaining access.
++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer champion Maisha Frost on [email protected] ++
Given the worry they had had and that like many they are loyal Post Office customers, that “goodwill gesture” seemed a touch stingy.
We asked if it could review the decision and within hours it had been in touch with the Fitts who were delighted to hear £230 was on its way to them.
A Post Office spokesman said: “We would like to reassure customers that our customer service team receive full training on how to handle situations like this and we have ensured that the call handler concerned has been reminded of the correct processes. to follow for the future.”
TECH TROUBLE: FINDING THE CAUSE BEFORE YOU CALL REPAIRER
Is it your software, the machine itself, your broadband line or the supplier of your internet service?
Finding out what is causing your computer problem is never easy. Prevention in the shape of up-to-date anti-virus protection is the first move.
If your router’s light changes links to a broadband fault.
For software and hardware problems look for repairers with no call-out, or no repair-no-charge promises.