[kellie999]

Thought I’d share my story so far with my Adult renewal in case anyone had or was experiencing similar…
I travel on the 17th September.
Application sent: 7th July
Royal Mail tracked delivery old passport signed for: 12th July
2 weeks pass and the portal still shows send your old passport. I email customer service and get told it will take 4 weeks for the portal to update. In the meantime I get texts and emails telling me I need to send my old passport.
4 weeks pass and still getting spammed about my old passport. I email again get told my application is with Durham and fobbed off.
I email at the 6 week mark and say I’m worried it’s been lost or stolen. Told not to worry everything is fine and I could look at paying for an upgrade and to ring to get this.

I phone customer services who advise as I don’t travel in the next 2 weeks I cannot upgrade. I mention the issue I have with the portal not updating and get put through to the progress team. They advise that my passport is lost or stolen and that an empty envelope was delivered (this I question as there’s no way to know it was my envelope if it was empty!?). They send an email to Durham to advise what has a happened with my old passport along with my date of travel to try and move things forward but was advised I need to now submit a lost or stolen form and call back with the reference which can take days to come in order for things to move forward. I do this and luckily get the reference within an hour. Call back give the reference to the progress team and get advised I need to wait for a call.
After this I get another email stating my application will be terminated if I don’t send my old passport by X date. 🙁
A few more days pass and I get an email saying the passport office has received my old passport!!!?
That’s as far as I’ve got with it so far but just seems it’s been a mess from start to finish.

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