When your account is closed, you will no longer be able to use Private Box services.
Reasons an account has been closed
There are several reasons that an account could be closed. This includes situations where a customer no longer needs our services, as well as management decisions. We have listed some of those reasons below.
Customer account closure
There are times when our customers no longer need our services and choose to close their accounts themselves.
There are many reasons that people might want to close their accounts. For example, a traveller is back home and can start getting mail delivered to their home address.
We appreciate any feedback or suggestions our customers may have to help us improve our services.
Overdue and unpaid account closure
If an account remains unpaid, it is considered inactive, and the account will be closed automatically. We will always send multiple emails and notifications to advise when an account is overdue for payment.
A failed payment may result in account suspension. When an account is suspended, we can still receive mail for you, but you will not be able to place any orders (eg, send, scan, collect, etc).
We typically give our customers approximately one month before closing an account due to non-payment.
How to Pay for an Overdue Account.
A customer has refused to complete the Identity Verification process.
The identity verification process is all part of our compliance with the Anti-Money Laundering and Countering Financing of Terrorism Act 2009.
If you do not complete the verification, then we will unfortunately be unable to continue providing you with service, and your account will be closed. This is because there are criminal penalties for Private Box Limited if it fails to comply with this law.
What happens to my mail if my account gets closed?
If you do have mail in your account when your account is closed, then our staff will handle it in the following ways:
- Mail that has been scanned will be securely destroyed (as that mail can be considered as having been delivered).
- Letters that have not been scanned will be returned to the sender (if there are sender details available). If no sender’s details are available, we will hold the mail for 7 days before disposing of it.
- The scanned PDF copies of mail will be erased from a closed account.
- For Parcels, we will hold for 7 days before disposing of them.
My account has been closed, but I would like to use the Private Box mail services again. Can I reopen my account?
You are always welcome to get in touch with us, and we will be happy to reactivate your account at any time.
If you sign up again using the same email address, we can re-activate the previous account.