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Original poster

Help - Passports renewal application stuck at Durham Passport Office and we are traveling this Friday

999 replies

wujo · 18/07/2012 22:22

hi all,

I am desperate!!!

Passports sent via PO Check and Send on the 2nd July.
Called the IPS 0300 number over 60 times today - got through a dozen times.
Cant escalate - can't get transferred to Durham.
Cant talk to anyone.

I am crying and feeling sick as it will ruined the holidays for my twin girls, my son, my husband and my mum.

Can someone help or know someone from the Durham office help us!? We prepare to drive up from Bristol tomorrow to pick them up if need be :(

Help!!!

OP posts:
Izzy77 · 05/08/2012 11:42

needu-I agree with Jul3kids, I would phone them back on Monday & see if you can go & pick them up. They must be able to do something so you can get away on Thursday.

KimSoton · 05/08/2012 12:44

Hi All. I have been following this thread for the past few days as I too am in a frantic (that's putting it mildly!!) state. I saw an 0845 number posted on here yday - Izzy - not sure if it is the same one you are sending folk. It just says their office is closed. Help!! I am waiting for my son's pasport. I got IPS email saying it was received on 20 July & being examined. I took that to mean action was in hand. After many, many calls I got through to helpline (question the word "help") who said it was waiting to go to examination. Noooo!!!! All he could say was that Progress Team will call me back in 48 hrs - if not yesterday then today ie Sunday BUT I see on here it says they don't work weekends...? Is that the number I am calling which says they're shut?

I was holding out a glimmer if hope trying to be positive but now I feel distraught & ill & keep crying. It is my fault for not sending in sooner but I didnt know if I could go away then suddenly I could then I had to redo app get another signatory etc which delayed matters.

We are due to go on cruise to Norway on Friday 10 August. It's a very special trip in memory of my late Mum & is a 13th birthday present for my son. Do I have any hope if (a) cant get thru to anyone & (b) if it's not been looked at yet? Durham received it on 20 July.

I have looked at options - to fly to Durham from Southampton would cost £910!!! I think that rules that out!!

I'm distraught. Have not even thought about packing as can't bear to. I have no idea what to say to my son - he knows there's something up but not what. I can't believe I've got in this situ.

Help - anyone????

Much appreciated.

Kim

(PS - this such a useful thread)

Jul3kids · 05/08/2012 12:53

kimsotton you must call Durham direct on Monday and you will be able to request an upgrade you will be told they will put your request forward to the priority team and they will call you back , priority teams don't work weekends so hold tight until tomortow

KimSoton · 05/08/2012 13:14

Thanks Jul. Will do. I can't bear this. Never again will I do this. I hadn't renewed son's P as money tight & had no holiday plans. I was then unexpectedly able to book this trip. What a mess. If we can't go it's a he'll of a lot of money to lose & I can't bear the thought that I will have disappointed my son who is SO excited. We've watched every cruise depart Soton since he was little & this is his dream. I just can't function at the moment!!! I have until Friday lunchtime - what do you reckon my odds are? Is that defo there is no one I can ring today? All stuff indicates IPS open at weekends so I cant believe that the folk you need the most ie Priority Team aren't in at weekends!!! I saw 0191 nos on here & the 0845 number. Which is best? Any other tips to try & keep me sane today? I think maybe I'll look at getting a few bits ready as otherwise IF we can go then that'll be another last minute flap!!! This thread has been really useful & I'm SO pleased for those who have got sorted. Please PLEASE let luck be on my side too!!!! Kx

Jul3kids · 05/08/2012 13:30

0191 numbers don't work it's the 0845 one I spoke to Durham yesterday the advice team worked until 3 , I'm awaiting my call back to upgrade and they said the priority team don't do weekends she even went to double check as she said some departments were for overtime due to back log , I first spoke with them last week and they seem positive I will have mine in time for 13 aug ,

Jul3kids · 05/08/2012 13:32

And don't believe a thing the ips helpline tell you , it's a diffrent answer for the same question depending on who you speak to !!!!

KimSoton · 05/08/2012 14:01

Hi Jul3kids

I realise now the 0191 nos are dead. I have the number 0845 129 0044 - that's the one which says closed - is that the right one to be ringing? I'm trying SO hard to hold out hope but given its Friday we travel I have the sickening feeling that time us against us on this one. Assuming I get through early tomorrow even then I think we're against it. I can't believe this. I'm SO cross with myself & upset generally at the whole thing :-(

ashleysmumm · 05/08/2012 14:07

Hello all,

Have been phoning the helpline but they are useless, the reason there probably so busy is that people aren't getting their questions answered and are calling again and again, never getting the same answer.
They should be able to vet the calls and then place them in a queue for whichever office you need to speak to instead of just saying they are unable to get through and you should call again.

I will now join the queue of people calling the 0845 number and hope they can do something.

Does the person that answers this line give you into bother for using it and refer you back to the 0300 number or are they alright with dealing with you?

TrollofTrollHall · 05/08/2012 14:12

My heart goes out to all of you who are waiting, I'm OK this year but have played 'passport roulette' in the past and it is hell, totally destroys the excitement of the build up to the trip. I do hope it all works out for you.

Next year, I'm going to post a thread in big capital letters in, say, March or April, asking people who are going away in the Summer to find and check all their passports NOW and start the renewal process early. Maybe we can all plan to start or bump thread like that, then maybe we can help some people avoid the distress on this thread. Sad

Izzy77 · 05/08/2012 14:31

KimSoton-I got through on the 0845 number last week, it was during the week & about 8.30 in the morning.
I totally understand the stress you are going through as I went through it all at the beginning of last week. I cried from Mon to Thurs & hardly ate or slept. I also felt extremely stupid as I left it so late but the PO told me they would be back in time!!! It was also difficult to try & act normal for my kids as I did not want to worry.
Phone Durham first thing on Mon & request an upgrade & you should have it for the 10th. You can pay extra for it to be there the next day by special delivery.
Good luck, I will keep everything crossed for you.

Jul3kids · 05/08/2012 14:33

Not sure what the reaction is if you call 0845 number and they haven't contacted you first but I haven it to a few people who only had a matter of days to sort out mess, and they all got or have been promised passports in time , it's seems as long as its still humanly possible to be done they will try to help

BeckenhamAndie · 05/08/2012 14:42

Do you know if they have cashed your payment? My worry is that they don't seem to have cashed our cheque yet..

Jul3kids · 05/08/2012 14:47

They took my payment ie debit card 21 july sent application 18 july

Jul3kids · 05/08/2012 14:49

You could get your passport before cheque is cashed that has happened before to a friend of mine

Jul3kids · 05/08/2012 14:51

Although she has just said she got her passport back within 5 days , so that it just beat the bank, because of the speed it was returned to her

needu · 05/08/2012 15:12

I've also been following this thread for a few days now, need my passport which is in Durham by Thursday (to say I'm stressed is an understatement).
I haven't heard anyone say the 0845 number gives you grief for phoning direct so I'm definately ringing Monday morning and recommend others do aswell, its worth a try because the feeling of all is the helplessness. Good luck everyone.

Jul3kids · 05/08/2012 15:18

And they seem happy to collect the upgrade fee, and because we are desperate were happy to pay for 24 hour service ( althought in most cases they have had passport a least 3 weeks)

KimSoton · 05/08/2012 15:45

I am a bit worried about ringing & whether they be shirty as the message says only to call that number if you have received a letter from them. That is assuming the number I have posted earlier is the right one to be trying. Is it? Can anyone confirm please or tell me if it's different. Many thanks. I would certainly not wish this stress on anyone. Never again!!! This thread has been a God send & I hope all of us get a positive outcome.

Jul3kids · 05/08/2012 15:53

That is the right number for Durham , I used the passport enquiry link on home office web page I received a call from the Durham office within 2 hours and she gave me that number to call them back on direct

needu · 05/08/2012 16:00

To KimSoton... the 0845 number you have is correct, they won't be shirty and highly unlikely to even ask if you've got a letter. Good luck.

KimSoton · 05/08/2012 16:21

Many thanks. Gosh, it's going to be a hot line to them tomorrow isn't it!!! I hope they are feeling helpful & dont have a 'Monday morning' head on. Fingers crossed & Good Luck everyone!!!

Jul3kids · 05/08/2012 16:33

Also it opens before 9,regardless to what the recorded message says I got through at 8.19 last week

BeckenhamAndie · 05/08/2012 16:41

Jul3Kids - thanks. Going to be on phone first thing tomorrow and keeping everything crossed. I just hope that they will be empathetic. The man I spoke to yesterday on the advice line almost seemed to be enjoying my distress. Really unpleasant and terrible customer service Sad Sad

Jul3kids · 05/08/2012 16:58

beckenhamandie that was my experience with the. 0300 number I have lost the bar code number and they were so gleeful in telling me well in that case all you can do is hope it comes nobody can help you without it, with advice on here I sent a request via home office (where the bar code is optional) and once I spoke to lady at Durham she was lovely told me they didn't need it ,they could access my spplication using my postcode and not to worry ,all thought I still don't have passport she made me feel thfy really would try and hrlp

BeckenhamAndie · 05/08/2012 19:06

Jul3kids I hope Peterborough are as helpful. Will let you know. And I hope yours arrives soon too. Thanks for all the help. I have not been on Mumsnet before. Joined specifically for help with this. I think I am going to be a regular now Smile