Huge headache with courier TNT that is affecting thousands of people – what do you make of this?

Sleepless_in_London

First of all, apologies as I know this is not strictly a consumer issue, but I don't know where else to post it. 

So, I'm waiting for a passport to be delivered by TNT. About 3 weeks ago, the HMO sent me a notification to say it was processed and on its way back to me. The next day, I received a text to say that TNT attempted delivery but no-one was in so I had to go online to reschedule delivery. I was confused because I was at home and no-one rang the doorbell. I then rescheduled delivery to the next available slot, but since then the passport still hasn't been delivered despite rescheduling delivery a few times.

I took a look at TNT's Facebook page and I can see that there are hundreds of people who are in the same position: they are waiting for either their passport or other deliveries, but TNT seems to claim that they have knocked but log it as a 'Missed Delivery' and request for the recipient to call their 'dedicated' team on a 0345 number. A lot of these people on Facebook also complain of how they've been kept waiting on the phone for up to 2 hours to speak to someone - 2 hours!? 0345 numbers cost me 30p a minute so TNT must be making a killing from all of these people calling and staying on the line for ages.

It just doesn't seem right and I want to ask if there is any way people like me can complain and who to complain to as I have no idea. I just see that the contract I have would be with the passport office and not TNT, but the fact that we are having to pay a lot already to renew an important document and then are being scammed into calling a premium number that doesn't get answered for hours just doesn't sit right with me.

I just want to stress that I'm not planning on travelling anywhere because of COVID, but I'm concerned about what's going on because it just doesn't seem right. It's a very important document and I feel TNT needs to be held accountable.

MattMattMattUK

Sleepless_in_London said:

It just doesn't seem right and I want to ask if there is any way people like me can complain and who to complain to as I have no idea. I just see that the contract I have would be with the passport office and not TNT, but the fact that we are having to pay a lot already to renew an important document and then are being scammed into calling a premium number that doesn't get answered for hours just doesn't sit right with me.

Renewing a passport is not expensive, it is £75.50 and an 0345 number is not a premium number, it will come out of your standard allowance/unlimited free calls allowance. 

MattMattMattUK

Sleepless_in_London said:

I just want to stress that I'm not planning on travelling anywhere because of COVID, but I'm concerned about what's going on because it just doesn't seem right. It's a very important document and I feel TNT needs to be held accountable.

A combination of Covid and Black/Cyber sales have caused a fairly large backlog. Whilst I agree that it is far from ideal and not good customer service, I can understand why there are issues and I can not really see what sort of "accountable" they can be held to, I would be interested in them getting the documents delivered rather than anything else. 

the_lunatic_is_in_my_head

TNT's number is 0800, freephone.

Don't know if we are allowed to post phone numbers here but Googling "TNT phone number" brings it up right at the top. 

You can also chat via their website. 

visidigi

Your contract is with the passport office. I'd speak to them if you think its late.
Just keep in mind the courier firms are getting absolutely buried right now...

DCFC79

the_lunatic_is_in_my_head said:

TNT's number is 0800, freephone.

Don't know if we are allowed to post phone numbers here but Googling "TNT phone number" brings it up right at the top. 

You can also chat via their website. 

It's completely ok to post up phone numbers.

Sleepless_in_London

There is a dedicated team that deals with passports and the only way to contact them is by calling 0345 608 0630. 

Even if TNT is being ‘buried’ they should inform people and show some management - even if it’s an email to say that waiting times are 2 months instead of the status quo.
@MattMattMattUK I’m not flush like you. That amount is a lot of money to me right now and it ignores the fact that I don’t know where my passport is, or what’s going on with it. It’s hardly a Nectar card so that’s why it’s a valid concern.

KatrinaWaves

0345 numbers are also included free in any phone package. It’s local rate if you don’t have free minutes. It is not premium.