IABU to post here but I JUST NEED TO RANT, please let me rant!
I know there are delays. But I am having the most ridiculously awful service I have ever received for literally anything, ever. And they are usually so great and helpful! Have they just gone really downhill in the past few years?
I made my application from abroad so the reference number looks a little different to the normal reference number. Hardly ANYONE recognises this reference number. I have sent them screenshots of the emails I received from the British Passport Service in the country I'm in, where they repeatedly confirm that this is the correct reference number, and even sent me a photo of their computer system showing me their file for my son's application which clearly shows that the reference numbers are correct. But whenever I try to use these numbers to track the application, I am met by a confused customer service agent telling me that they're confused, basically, and so someone else will have to call me back in 48 hours.
But they never call back.
Except for ONE time, a mere ONE time, in 12 weeks, where someone actually did call back!
And guess what they said? "Sorry, can't hear you clearly. I'll have to call you back... IN ANOTHER 48 HOURS."
Needless to say, the call never came.
I have tried phoning myself, but end up being put on hold for hours at a time. The last time I called, I was put on hold for 2 hours, before the phone cut out. I called back, and was on hold for another 2 hours before the phone cut out. It cost me £200 in call fees because I was calling from abroad, and nobody even answered! On the very rare occasion that someone replies to an email or an inquiry form, it seems to be a member of staff who, while nice, can't help at all, has no clue what's going on, and can only reply saying "I've forwarded your email and someone will contact you soon." But they never do.
I am on the verge of tears, it's been 12 weeks and still nothing. I know that they have the application. They confirmed that they received it weeks ago. I also got one email back around week 9 of waiting, (from one very rare employee who actually was experienced enough to recognise a reference number from abroad without being flummoxed and unable to help) where I was told that they'd had my passport for weeks, and they took the payment weeks ago, but nobody had glanced at the application yet. Although it was safely in their computer system.
I don't mind waiting. But this lack of communication is really stressful.
Does anyone have any similar stories that had a happy ending to give me hope? I.e, it took this long and there was no help or communication at all, yet the passport somehow turned up fine?