Forum Replies Created
-
Posts
-
Hi Amy, what does it say on your tracking information? You’ve still got time, don’t lose hope. Have you contacted your MP?
Here’s what happened to me… firstly, I don’t want it to seem like I am rubbing peoples’ noses in it, but here is my application.
Passport printed 1:57pm on 16 June 2022
Application approved 11:56am on 16 June 2022
Identity details received 12:35pm on 4 April 2022
Email sent to person confirming your identity 5:52pm on 3 April 2022
Ask someone to confirm your identity 5:50pm on 3 April 2022
Application submitted 5:50pm on 3 April 2022I am very fortunate that my application was completed, before I fly mid-next week. Saying that, it has been over 10 weeks and it took some pestering to get completed. Rough timeline…
– So I got to around 7-8 weeks, and my ‘Application Processing’ status had not moved since the 12th of April. I will get back to why it doesn’t show that on my tracking in a moment.
– As most people would, I decided to get in touch with web-‘nohelp’ on the Passport contact page, and spoke to an agent. His response was ‘I can’t tell you anything about your application, wait 10 weeks.’ He ended the chat on me before I could respond.
– I then dropped a little email in to the Passport office complaints inbox, using the on-site form, and it advised me that it would be resolved within 15 days. I wasn’t hopeful, but the Karen in me was a little annoyed at the agent’s behavior.
– I then attempted to all their helpless advice line, and after 3 hours and 3 minutes of waiting to connect to somebody, the line went dead. Alarm bells began ringing.
– When it reached 9 weeks, I decided to try my MP’s office, which you can get off the GOV website for all MPs, using your postcode. THEY HAVE A SPECIAL MP HOTLINE, WHICH THEY CAN USE TO CALL THE HOME OFFICE/PASSPORT OFFICE. A day later the MPs staff got back to me, and confirmed that they had raised my concerns, but I would need to wait until exactly 10 weeks.
– I began exploring this forum, and others, and noticed that some had opted for the upgrade service after 10 weeks, if your flight is within 2 weeks. If I could advise one thing, it’s do this, the day it becomes 2 weeks before your flight.
– I waited until 10 weeks, and contacted web-‘nohelp’ and the advice line. This time they confirmed that I would need to wait until the 9th of June (2 weeks before flight) then I could upgrade for a 7 day fast track, free. I was frustrated, but understood that a lot of us were in the same situation. They advised me that once upgraded, it does work on a nearest flight first system.
– I updated my MP. It’s important that you keep them invested in your issue. Without asking, they then called the special MP line again, and applied a little more pressure.
-However, I didn’t stop there. I emailed these folks, just to spark off a little more internal communication. It may fall on deaf ears, it may get trickled down and dealt with, you just don’t know.
ceo@hmpo.gov.uk
HM Passport Office Feedback feedback@hmpo.gov.uk
abi.tierney@homeoffice.gov.uk
ceo@hmpo.gov.uk
complaints@hmpo.gov.uk
escalatedservices@hmpo.gov.uk
fol@hmpo.gov.uk
southport@hmpo.gov.uk– I then called the upgrade line on the 9th June Thur (2 weeks from flight date), and ratcheted up my assertiveness a little. I called the normal number 0300 222 0000, I pressed 8 ‘everything else option’ and then the same again on the next list of options. I believe I got through to what was customer services. They then passed me to what I think was a more senior customer service team, with more access. They finally passed me to the ‘Progress’ team, who told me how to upgrade. Essentially, I just had to forward proof of my flight, to the upgrade team in Peterborough, and request the upgrade. It’s important to note that upgrades are not free, unless they have gone over 10 weeks with your application.
– I then updated my MP’s office, again. To keep them in the loop in case I needed some last minute help from them.
– It got to Monday (10 days before flight) and my bum started twitching, so I got on the phone. This time I got a little more… lets say firm with the young call handler. I know it’s not their fault.. but they all sounded like they were laying in bed talking to me, and urgency is not something they apparently know much about. I requested a call back, which I was told would be 72 hours. I wasn’t happy with that wait, but again, it’s not just about winning every battle, it’s about keeping the pressure on them and getting as many eyes on your application as you can. She also told me that she sent a ‘urgent’ message on this call back, due to the time I had left. Anyone that has gone through this situation will tell you the same thing… They’re very process driven, lack empathy, and thinking outside of the box… so I had my own job to do, and left it at that.
-Then a day later (tue) something weird happened. The ‘Processing’ status completely went from my tracking. I could have just left it… but I thought it would be a good opportunity just to make a little more noise about what’s going on. So I called and asked. I’ll say one thing, the lad that took that call was the most helpful person I have spoken to. Granted, he sounded stoned and in bed, but he gave me process details and expectations that nobody dared to tell me before. He told me that when the ‘Processing’ status is removed from your tracking during an upgrade it means they have picked it up, and reset the process. Finally… the first sign that someone was actually reviewing my application.
‘I left it on the 15th, as I knew it was a 7 day fast track (and I’m not a total Karen). Thursday morning.. i receive a ‘No Caller ID’ call.I’ll be honest, I had my phone set to silent No call ID and didn’t know, but to this workers credit, she called me 5 times in an hour. Whilst I was trying to figure out how to turn it off… If you have an iphone, it’s under settings>phone… turn it off, please. Otherwise their calls will go straight to voicemail, and you’ll be pulling your hair out. Thankfully mine fell out a while ago.
– Lovely lady, told me application approved. No additional cost. Once approved it took a couple of hours to print, and she told me that they generally go out the same day, with next day delivery. Whether that is true or not, I couldn’t say because I don’t have it in my hand yet.
All in all, bloody awful service at the moment. I’ve heard some bad experiences with Upgrades, but right now it looks to be helping those with flights soon. I genuinely believe that the ones not being processed in 10 weeks, have simply been lost/overlooked. I don’t believe my application went anywhere in them first 10 weeks, but we would never know that, because their staff are very tight lipped. I hope you get your passport and my rant at least gives you a few ideas. I always find that departments are more likely to pay attention if other eyes are on your case, so get the MP, get the emails i suggested sent, get on Twitter. At the same time though, don’t lose your cool, and keep your chin up.
