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We just set out the situation and asked them to help, they emailed the general office but got no response. Then with the upgrade team, I cc’d the MP office into my email and they reiterated it. Not sure if it helped or not but it was worth a try.
Positive story:
We travel 3/6/22.
Applied online for 2 x child first passport in February, they were verified together, documents sent/received together (Peterborough), then in April 1 was approved and 1 stated verification was required – despite us having conformation this had successfully been done.
Cue over a month of constant phone calls and emails plus MP involvement with no information given. The website also wouldn’t allow me to set up a further verification.
A fortnight ago I spoke to a helpful person who looked into it, admitted the error and told me about the upgrade service. By this time the app was at Belfast. I emailed on 20 May, didn’t get an automated or any response, my MP emailed on 24 May and then yesterday I got a phonecall from Belfast to say it was going to be processed with no charge, he rang me back 10 mins later to say it had even done and would be posted ASAP via royal mail signed for. It came this morning!
