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@hayleylou mine was originally sent to Liverpool but transferred to Durham. I called the main customer services line every other day since requesting the upgrade and was told something different each time. I issued 3 complaints as things got progressively more confusing due to conflicting advice. I never had any issue getting connected though… chose option 8 then 3 and never had to wait long. However not sure if there’s any point speaking to them!
Just to update, I was finally called today, just 48 hours before I travel. Passport will be delivered tomorrow. I’m very relieved but I have to say this service is a joke!
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