[EMAN]

I have been following this forum over the last few weeks. Like others I have been waiting for ages trying to understand what is causing this delay. I submitted a renewal application on 04/02/2022 and since then had no updates from the office apart from the fact that they received my documents. I have been calling non stop for over 5 weeks now trying to understand where we are at. My grandmother who lives abroad has been taken ill and she has also suffered a fall and is immobile, she has no-one to care for her apart from my grandfather who is blind. I applied for an emergency request providing evidence form her as a result and did not hear back so chased continuously, spoke to over 30 people over the course of 4 weeks and stayed on hold for hours. 4 weeks later after emailing my MP and chasing continuously they emailed in response to one of my many emails that this was not sufficient to upgrade my application. I have suffered incredible amounts of anxiety and depression and had to take up therapy as a result of this experience. I am so distressed by the process, lack of empathy and the fact it took them 4 weeks to come back to me on an emergency travel request. I have had advisors over the phone say it had been accepted others just out right rude. I have arranged for a temporary nurse to care for my grand mother until I am able to go back. We are on week 9 of my renewal and still 0 updates. I have taken time off work due to my mental health being impacted by this and am lost for words. This morning I tried the number given in this forum for the Durham office, the advisor questioned me as soon as he answered the phone, said you should not call this number, was so incredibly rude and questioned why I had called numerous times when he could tell me nothing (per the notes on the system). He said I don’t know why you would call back in such a condescending manner and he is not paid enough to answer this line, I started crying on the spot and am still in tears. I have had enough from this organisation and do not know what to do. No complaints will be taken seriously and they will get away with everything they have put me and others in a similar situation through.

[Author]

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