Gov.U.K. Probate Web Chat

tigermark119

Has anyone tried to use the Probate Web Chat recently? No matter what time of the day I try, or how long I keep refreshing the page for, it just says “all advisors are busy, try again in a few minutes “. 

tigermark119

Update on my previous post- I did manage to get through later!!

HUMBUG

I've been trying for the 30-40 mins and its stuck in the same screen saying the below (hopeless amateurish  system and not fit for purpose).

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You are being connected to the next available Advisor

The total estimated wait time until your Webchat is answered is 22 minutes and 7 seconds
Last updated: 05/03/2024, 13:19:36

Please note, the Web Chat Advisor cannot provide you with legal advice.
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PS. 
I finally got through and it seems to be an overseas call centre trying to deal with customer issues .  That's okay with me because I'd rather get through to anyone than use their terrible 'not fit for purpose' phone number. 

Here is the transcript with personal details removed:

2024-03-05 13:30:59 [advisor name] Hello, and thanks for contacting HMCTS today. How may I help you?

2024-03-05 13:32:53 [Me ] I need to understand what the delay is in processing my Grant of Probate application

2024-03-05 13:35:09 [Me ] Are you there?

2024-03-05 13:35:58 [advisor] I am just checking a few things, please wait

2024-03-05 13:36:05 [Me ] Ok thanks

2024-03-05 13:36:06 [advisor] I will have to ask you security questions to be able to proceed with this query. Could you please confirm your full name, postcode, the first line of your address and the full name of the deceased.

2024-03-05 13:36:45 [Me ]  xxxxx xxxx xxxx xxxxxxx 

2024-03-05 13:37:16 [advisor] Thank you

2024-03-05 13:39:54 [advisor] The case is being progressed internally

2024-03-05 13:40:24 [advisor] I will escalate the case for you and you should have a response within the next 3 weeks

2024-03-05 13:42:51 [Me ] I have sent an email today to your CEO with a formal complaint. You sent me an email on the 7th Feb asking about details of my mothers death even though I sent all this information via IHT402 form back on the 25th Oct 23. I sent a grant of probate and a copy of her will so there was no reason for you to send that email and delay my application.

2024-03-05 13:44:43 [Me] What does it mean my case is being progressed internally ? Did you not receive my reply email to yours on the 7th Feb?

2024-03-05 13:47:48 [advisor] Please continue to hold

2024-03-05 13:48:29 [advisor] Yes we have received your response but the response requires to be examined and reviewed

2024-03-05 13:50:19 [Me ] Okay - it is obvious you cannot provide me more detail and I thank you for your assistance. I suspect my complaint to Mr Nick Goodwin will probably need to be progressed via your internal channels.

2024-03-05 13:50:43 [Me ] Many thanks for your help