I agree, not all employees know the rules as it's not a day to day item they process, just the same as if an oddball item appeared in our own jobs... So instead of saying I don't know, they go for what they know instead and get it wrong, just human nature not to look stupid at work. Maybe taking along the rules that you have already researched may help and avoid too much embarrassment of the postal service employee and it helps things along with your time tooIts all there to find if people just looked for it .
Maybe we should also inform them the Post Ofice and Royal MAil are seperate companies as many will say the PO staff dont know their own terms.
Its not their rules . Its the company they sell the servces of that sets the term;s and the staff may not know them all so you may need to educate them by showing them the terms.
As regards to RM and PF, all customers with the both apps had a message a few months ago informing them of the merger and that the PF app would no longer be in use, only the RM one, so that tells me that RM have taken it back and we need to go by whatever rules they sneak in with the merger unfortunately...
Good luck to everyone with it as its a minefield lol