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Dave Posnett - I conducted Torch visits to a number of branches on 11/04/13 (security
visits) and whilst at Westerham (FAD 056948), the manager (Atul Desai) just happened to
show me a real time anomaly. He had a customer in front of him who wanted to post a
small standard letter (25g) by recorded delivery (signed for). Atul explained that it should
be £1.70 (and I’ve checked and can confirm that £1.70 is correct). I associate 3 photos
below, which show;
1. The Horizon screen — 11" April (during Torch visit) — screen clearly shows the
weight of 25g in the top right hand corner. However, there are no options displayed
concerning a ‘1% class signed for letter’ at £1.70 (in the left side service column).
Instead the signed for options start at £3.70 for a ‘2 class signed for small parcel’
to £6.75 for a ‘1% class signed for medium parcel’. Atul said he has had problems
re this for the past few days and has to reboot the terminal to rectify, which takes a
number of minutes to perform. He has retained letters and asked customers to pop
back for their receipts/proof of posting (as these are generated from Horizon, once
rebooted and once the ‘1° class signed for letter’ option returns).
{By 11Ma 201204010088 jpg = Winona Pho Viewer
Fle =
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2. Branch calendar — on 8" April Atul has written ‘Horizon terminal shows a high
Value in RD [Recorded Delivery]. Rebooted’.
2MG-20130411-00100jpg- Windows Photo Viewer
3. Branch calendar — on 9" April Atul has written a similar entry. He has also written
‘Called Helpline 10.15am’, and ‘Jessica H17950181’ and ‘Louise A2636382,
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Technical Support’. He was advised to reboot, which he did, and had no problems
for the remainder of 9" April or 10" April.
IMG- 20130811 4010p - Windows Peto Viewer ee
But the problem did return on 11" April (as per 1 above). When I left the branch the
Horizon system was still rebooting, with a few customers in the queue who couldn't be
served until the reboot had completed.
Dave Posnett
Accredited Financial Investigator