UK Passport service

Jolsa

An absolutely shoddy system.
Renewing my passport online, I got a stage where I wanted to save my details, yet the option wasn't there at that stage, so closed the window (without completing the process fully).

Did the process again when I had access to a printer at work and could therefore print out the relevant forms (and complete the online process).

Checking my account, I've been billed for both!

The only way to resolve this is to phone their 0870 number (no alternative), sit through 2 minutes of recorded options at the start (with no option to press no buttons and therefore be automatically put through to a real person), and when you finally get through to someone, I have to be put through to the Newport office where everyone is busy - hence over 10 minutes on the 0870 number.

This is disgraceful. A set up to make as much money out of people as possible if I ever saw one.

Shoddy online system that obviously hasn't gone through the snagging process, and the only option to sort things out when they will inevitably go wrong is to call an 0870 number where you are forced to sit through a disgusting amount of recorded options at the start.

Rant over. Thanks for putting up with me.

http://www.renewforfreedom.org

Jolsa

Having not been able to be connected to the Newport office, I accepted the plan of the guy on the phone faxing them - asking to call me back.

Fine I said, but if it's not soon I'll ring back and try to be connected again.

Which I did. And I've now been told that I can't be put through to the Newport office, as to sort out my problem I have to fill out a form and send with a covering letter - to get my money back.

All because of their failing online system. A complete waste of my time.
Might have to contact Watchdog about this.

hjb123

Did you pay via credit card or debit card - if either contact your card issuer and ask them to do a chargeback - tell them the situation and say that they have charged you twice, the card issuer should then refund you!

Voyager2002

Agreed: their system is pathetic. I had a similar problem when applying on-line -- in my case their entire system crashed after I had entered my credit card details and I did not know whether I had been charged or not (I had not).

In that situation I would contact my card issuer and would not even consider calling their rip-off number.

Jolsa

Called my credit card company, but as it's only at authorisation stage, they can't cancel the debit. In fact the only thing apparently is to wait a couple of days, and then put the transaction into dispute.

Anyway good news - I called the 0870 helpline number a third time, and got through (finally) to an operator who emailed the Newport office, who promptly called me back and took the relevant details to refund my card.

She also mentioned that I shouldnt have been told that the only way to get a refund is to fill out a form and covering letter as she can take the details there and then. Also, that they have had a number of issues with the online system.

She also asked if I'd like to make a complaint, which I did (she took down details on the phone) and I've also just finished writing a 2 page complaint letter which I'll be sending off in the next half hour or so.

At least there are some people that know what they're doing.

Rip off 0870 number though - part of my complaint was about this, and the seemingly lack of options for those with no touch tone phones (the recorded options will just repeat over and over again!).

black-saturn

And the passport fee has gone up too :mad:

calleyw

black-saturn wrote:

And the passport fee has gone up too :mad:

But it does last 10 years so per day it is only pennies.

Yours


Calley

derrick

Jolsa wrote:

The only way to resolve this is to phone their 0870 number (no alternative)

You might get some joy on this number, 01633 473118, it appears to be in relation to deliveries but they might be able to help/transfer.

also have just tried this number from the saynoto0870 site and it works,01733 888004

black-saturn

calleyw wrote:

But it does last 10 years so per day it is only pennies.

Yours


Calley

Do the childrens ones last 10 years too? I'm renewing my childrens this week.

iwanttosave_2

I didnt realise that you could do the passports online, I am renewing my 5 year olds this week and getting my 1 year old his first one ever. I have messed up 3 forms already by filling in the wrong boxes or putting the wrong details for one of them :rolleyes:

black-saturn

I've had to fill in one of my daughters ones twice because the teacher that signed it got it wrong. He's put his own middle name where her middle name should be and visa versa. So now I've got to go and ask him to do it again. Teachers :rolleyes: