HM Online Passport Renewal -Payments Declined Messages

k12479

HUMBUG said:

Some interesting feedback and exactly the response I 'expected/wanted' to see . Some of you are far too passive in your 'assertive' approach......Frankly , you are a bunch of softies!!!

Assertiveness and whiny, rambling, emotional ranting are not the same thing. The people commenting are not 'softies', they're just more balanced, rational individuals than you.

NoodleDoodleMan

I had to look up "cut the biscuit" - ain't into this new urban slang stuff - everyday is a learning experience !!! 

Will the new(ish) Director General of H.M. Passports etc., instigate an immediate full review of her department and overhaul relevant administrative procedures ?

Which senior mananger(s) will be asked to cough up the £50 compo ?

HUMBUG

To all those 'softies' out there , a senior manager did take ownership and obviously referred it to some manager within their customer service dept .  But the answer they gave me for their failed processes was pure 'bull*hit' (there was nothing wrong with my internet service).
Here it is:
Thank you for your email dated 18 October, addressed to Abi Tierney, Director General for Her Majesty’s Passport Office, which has been passed to me for review and response. Having reviewed the information, I understand you have submitted two applications using our online service and on each occasion the system has failed. In view of this you have requested an immediate refund of both application fees if they have been taken and compensation of £50.

I am sorry your applications were not uploaded onto our online service and would like to apologise for any inconvenience caused. It is not possible to determine why this has happened but, on most occasions, is due to the system timing out or poor internet service at the time of submission. As you have explained you cannot see any pending payments on your account, it would appear no payment has been taken. In any event when a payment is pending it will automatically be returned to the account when our online system does not match the payment to an application reference.

Regarding your request for compensation of £50.00p for the stress and inconvenience caused, I am sorry I am unable to authorise this. Her Majesty’s Passport Office is responsible for public funds and needs to justify any refund that is made. As no lose has been incurred by yourself I am unable to authorise any compensation. Should you remain dissatisfied with our response, the next stages of our complaint process can be found at the following link

HUMBUG

k12479 said:

HUMBUG said:

Some interesting feedback and exactly the response I 'expected/wanted' to see . Some of you are far too passive in your 'assertive' approach......Frankly , you are a bunch of softies!!!

Assertiveness and whiny, rambling, emotional ranting are not the same thing. The people commenting are not 'softies', they're just more balanced, rational individuals than you.

Naahh - your just softies and haven't got a clue how to really complain . You hit them hard but fair (which I do) if I follow their processes to the letter but they still fail (wasting my time and effort) .  You can do whatever you see fit , but my method works well and I've been compensated over £2000 in the last few years.  Be a Lion rather than some baa baa!!!!

Westin

Do you feel you have gained a satisfactory conclusion and your demands met having taken this action?

NoodleDoodleMan

How high up the chain of command was this "senior rank "that responded ?

The rest is just a standard government departmental Foxtrot Oscar reply, in polite diplomatic terms of course. 

I wouldn't hang on for the "the cheque is in the post" routine either !!! 

HUMBUG

longobongo_2 said:

I wonder how their angry phone call went and how long they were kept on hold for?

An update from the OP would be nice. Mayby they're still on hold.

Of course I didn't rant at anyone - it was just a bluff which is why softly softly approach doesn't work . I never shout at people on the phone because that also never works but writing it down explaining how angry I could theoretically become seems to work all the time.  I explain how annoyed I am , how much of my time has been wasted and ask them to compensate me for that lost time - what's wrong with that ? If you don't ask , you don't get paid and if you don't shout you don't get heard.  As I said in a previous post become a Lion not a baa baa!

HUMBUG

NoodleDoodleMan said:

How high up the chain of command was this "senior rank "that responded ?

The rest is just a standard government departmental Foxtrot Oscar reply, in polite diplomatic terms of course. 

I wouldn't hang on for the "the cheque is in the post" routine either !!! 

Sharon Ibbs
UKVI Secretariat

HUMBUG

Westin said:

Do you feel you have gained a satisfactory conclusion and your demands met having taken this action?

Not really but it was worth a try and I've made my point (just hope it was heard high enough because, as sure as day,  no-one at customer service level would give a 'monkeys uncle' ). Another slang word for one of the forum members to educate himself with.

NoodleDoodleMan

You're right about customer service - bet they've had a good laugh.

Would that be a paternal or maternal relationship to the primate in question ?