New Passport Upgrade Service!

[xfxrxhx]

I had problems with my sons documents. They were scanned to the wrong application and then sent back to me.

I had to call everyday. Progress team cannot link the documents. But customer care management team can email head office and expedite the progress and get them to link / scan documents. And if after 48 hours of them contacting the head office they can chase again.

Keep onto customer care management team. They can actually do something where as progress can only put notes on the files.

[Kel85]

jillybean1980 Can you just turn up a ask for answers, I am reluctant to visit the office to be turned away. But
I have missed a call from them and they are now saying they will get someone to call me back within 3-5 which is pointless to me.

[leesa160]

@Garbet44 currently on hold to speak to someone!

@sai22 I’m due to fly Wed 19:55 from Stanstead, the documents need to be scanned onto the system before the upgrade request can go through 🙁

I’m going to ask to speak to the customer service management team and try to find out what date mail they are currently opening.

I find it totally unacceptable that mail can sit in a post room unopened for over a week, keeping everyone in limbo!! 🙁

[Garbett44]

I travel Sunday 5th June at 7am, I was told to write a note along with marriage certificate I posted back explaining what had happened and the need for it to be scanned early. But if it just gets shoved in a post room then they won’t read note until open letter I guess. I phoned this morning aswell and they took my tracking number and forward it to office to try a speed up need for document to be scanned, said other that than all I can do is wait

[Jules66]

How do you get through to Customer Care management? I’m waiting for old passport to be scanned and they’ve had it for over a week. Need to upgrade next week.

[Garbett44]

Leesa160, let me know how you get on please?
I’m in very similar situation just about 10 days further away

[Kel85]

I am on hold to Customer service management team, I fly next Friday so hoping to get things moving before the weekend.

[leesa160]

No help I’m afraid 🙁 she said I just need to wait for docs to be scanned which take 10-14 days…. I’m on day 9 and due to fly in 6… devastated…. my 10 year old is here with me in bits😭

[leesa160]

Took 1 hr 10 mins on hold

[jillybean1980]

@kel85

Just turn up you can’t get in the building but someone will come out to speak to you ask them to ring the upgrade senior management team where your passport is at. All sorted within the hour

[sai22]

We travel on 26th may
Less than a week to go 😭

[Kel85]

Amazing, I will definitely try this first thing in the morning or later on today.

[jillybean1980]

@kel85
Go first thing in morning afternoons are crazy good luck

[StolenPassports]

Does it actually work to turn up to the passport office? I have been contemplating this but worried I would be turned away and undertake the walk of shame although at this stage, not sure if I really care either.

[Kel85]

I am also at the stage where I don’t care how I look if I get marched away, They have employed thousands of call operators who cannot actually help so its pointless calling.

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