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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:
sarazack · 06/08/2012 14:14

shellbell78 and tiredemma have messaged you both x

tiredemma · 06/08/2012 14:23

Just phoned and spoke to a really unhelpful woman who asked me where I had got the number from and stated 'you have left it a bit late haven't you?' Hmm

Really unhelpful.

Said that no-one had looked at the application yet and I couldnt do anything about it until Thursday when I could apply for an upgrade. More money.

feel like my hands are bloody tied.

candxx · 06/08/2012 14:28

do the fast track call you from
an unknown number? I've Just had a missed call from
one I'll be angry with myself if they don't phone back!

Holidaynughtmare · 06/08/2012 14:34

Candxx - yes they call you from a blocked number I missed my first call but they rang back and left a voice mail

tiredemma - when do you fly?

candxx · 06/08/2012 14:36

Holidaynughtmare- thanks, did they phone you back
the same day? I hope they do!

Ratbag01 · 06/08/2012 14:37

A lovely man at the actual Passport Office who sounded like he knew what he was doing said that the passports are passed to the printers and then couriered from there. He said he would "pass my application through to the printers now", (Done online I guess). He said that as there was a backlog of upgrades, this would not make my application form come any quicker. But he did say that we should receive it by Thursday or Friday at the latest. So we will see. At least someone phoned me back. We can do no more for now, but sit and wait! I still feel sick!

Holidaynughtmare · 06/08/2012 14:45

candxx - yeh they phoned me back about 30 mins later check your answer phone too!

Ratbag01 - I spoke to Durham on Friday and got told exactly the same thing it was been processed that day and would be sent to the printers that day, they also said not to upgrade as it could delay it and my passports arrived today. You should be fine

candxx · 06/08/2012 15:00

Holidaynughtmare- thanks! fingers crossed I hear back today then, this is far too much hassle, the post office shouldn't guarentee 2 weeks!

NoBloodyMore · 06/08/2012 15:00

We've just had a call back from Liverpool with the tracking number so from involving the MP Friday it's all been sorted fairly quickly, we'd been trying for over a week and not even had a call back until we involved our local MP It's not something I would've ever thought of doing but within 3 hours he'd sorted it for us, ds' passport comes tomorrow, we fly Thursday so it's taken 3.5 weeks and cost £125 but at least it's done now

Ratbag01 · 06/08/2012 15:12

Holidaynughtmare - thanks for your reassurance. I do hope it comes. It is horrible isn't it. But I guess our my own fault! My two other childrens passports run out next year, I'm thinking I should give them more time!

Thanks everyone and 'happy holidays'!

Katybabes · 06/08/2012 15:14

Anyone able to DM me the number - would be so grateful. I'm not too hopeful of a call back.

Ratbag01 · 06/08/2012 15:15

NoBloodyMore - involving your local MP is a great idea. Not sure who ours is in Henley-on-Thames now, but it used to be Boris Johnson; not sure if he would get things moving or add to the confusion! lol!

Ratbag01 · 06/08/2012 15:16

Holidaynughtmare - sorry, one more question. Did you get a tracking number sent to you before the courier brought the passport?

Holidaynughtmare · 06/08/2012 15:26

Ratbag01 - no I didn't get a tracking number but the lady I spoke to did say once it goes to printing it is literally a matter of days this was literally 12 o clock Friday lunch and it arrived today, if its gone to printing you will be fine, I know you will panic until the passports are in your hand, I did, but I am sure you will be ok. Let me know how you get on

shellbell78 · 06/08/2012 15:29

Thanks for giving me the direct number for Durham.

We've just spoken to a helpful person and have found out the application is now with Peterborough, due to the backlog!

I don't suppose anyone knows the direct number for Peterborough at all?

sarazack · 06/08/2012 15:57

sorry don't know the peterborough number. we didn't get our 2 hour callback today so i called durham back and we were told it was issued an hour ago. told up to 2 working days for printing (but usually faster) then 2 days for delivery so should be with us by friday. She even said to call back about 6ish as might have been Printed by then! slight ease ofstress and anxiety but won't be totally happy till i hold it in my own hands!

tiredemma · 06/08/2012 16:03

holiday-

We fly on 16th _ I doubt this will happen now.

candxx · 06/08/2012 16:06

I've still not had a call back since that missed call earlier .. this is so frustrating!

SizzleSazz · 06/08/2012 16:11

Can someone pm me the number too please? I have requested tracking via the website but no response Sad

Leelee78 · 06/08/2012 16:24

Hi, I've just stumbled across this thread and I'm now very worried! Sent DD's renewal by Check and Send on 20th July and we fly on Monday, 13th! I've called the 0300 number and they have said they won't be able to provide further information on the application until Friday, 10th! I've sent three requests on the tracking page and not had a single response. I'm worried sick cause I doubt if I it's not received by Friday I will be able to get it sorted over the weekend. I've rung the Post Office and they said the application has been sent to the Liverpool, could I ring them and ask for an upgrade? If so, does anybody have the direct number? :-(

NoBloodyMore · 06/08/2012 16:25

Yeah Ratbag I can't imagine he'd be much use! To be fair it was ours secretary that did it all, not him! I didn't have a clue who ours was, just googled.

NoBloodyMore · 06/08/2012 16:27

Leelee we were also Liverpool, we sent ours 16th and still had to pay to upgrade (£66) to get it here for tomorrow. No direct line I'm afraid, they called me each time from a blocked number, we had to involve the local MP to even get a call back for an upgrade.

BeckenhamAndie · 06/08/2012 16:29

Sizzlesazz have PMd you.

Jul3kids · 06/08/2012 16:29

Well looks like the 72 hr call back I was promised last Thursday to enable me to upgrade is not going to happen , just phone Durham yet again to be told I should get it tomorrow as they are very busy(I know that they have had my application 3 weeks and not even looked at it)

Leelee78 · 06/08/2012 16:32

NoBloodyMore. Can you suggest what I should do? I've rung the 0300 number and asked for an upgrade but they've said that they can't get through and have put a call back through. How long does a call back take? Sorry for all the questions really stressed out now. I would have paid for the one week's service, it's not worth the hassle.