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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:
tiredemma · 09/08/2012 16:06

shit_ I think I just missed a call from them (private number??)

will they call back???

kab1166 · 09/08/2012 16:09

Finally got my passport - thanks guys once again.

becias1234 - you can upgrade over the phone that's what I did.

becias1234 · 09/08/2012 16:19

Kab1166 - thanks for your replay, now I don't understand why are they telling me that I can't do it over the phone,

4477 · 09/08/2012 19:28

@Jul3kids we are going on 21 early morning.
Tomorrow i will try to call Durham again about faxing whatever form they want my counter signatory to sign as stargirl40 said her one can do by faxing.

Jul3kids · 09/08/2012 19:36

4477 there properly not willing to go down that route while there is still time to do it by the book, but I'm sure when you don't have time on your side they will give you the other options I only paid for upgrade on tue and collected wed so it can be done in 24hr if need be

stargirl40 · 09/08/2012 19:55

I'm not going until the 27th x

ChaosTrulyReigns · 09/08/2012 21:03

Ugh, I'm in a similar position waiting for 3 passports.

One sent on 9th July, countersignatory sent confirmation back yesterday, and 2 (16th July) I have heard nothing about.

My other DD's passport had to be done earlier, and that went to countersig as well.

I have started a thread here regarding the "randomness" of countersigs being contacted, would you all care to visit the thread and add your experiences, please?

I have a feeling that there's a hell of a lot of them being contacted - is this partly causing the backlog?

4477 · 10/08/2012 09:22

My friend received the letter this morning .
When I call Durham to inform them about faxing back , the officer said to post the letter as well by normail 1st class NOT signed for or special delivery as it will take longer to get to their desk.

Anyone want to contact Durham try to call today as the team not working on Sat.

rossa63 · 10/08/2012 10:02

Just received my new passport. Thanks to all those who helped me. Would definatley give Durham a call and upgrade if your are worried, they really helped me.

catgirl2012 · 10/08/2012 10:03

Great news rossa - have a great holiday!

I;m going to call Durham on Tuesday once it has been 3 weeks from reciept

LargeGlassofRed · 10/08/2012 11:29

Don't believe it I'm gobsmacked!
Passports just arrived :)
I rang yesterday and was told they'd been sent for printing and would be with me in 5 days.
Rang at 8 this morning and was told they had been printed Wednesday and would be with me next Tuesday.
I applied by sent and check on the 23rd of July.
Sooo happy :)

catgirl2012 · 10/08/2012 11:49

Whoop! Thrilled for you Large Glass :)

stargirl40 · 10/08/2012 12:14

yay to all who have received them :)

I was told yesterday to call back today with a fax number to get the counter signatorys letter faxed to them then she can fax it back. Well i rang Durham today the lady dealing with mine, who i spoke to yesterday, was not in so spoke to someone else, she said no you can't fax that's not what we do :( it has to be done by post. so now have to wait and see if the letter which went out yesterday morning gets to her soon, though i wont hold my breath. Once thats done it don't take long for passport to be sent out.

If i was travelling within the next couple of days then they may consider faxing but as i'm not until 27th she said we have plenty of time, though it don't feel like it!!

4477 · 10/08/2012 15:21

@stargirl40. It will take up to 5 days like ours one. But you can fax it back just call them and let them know.
My husband received the call 3 hours after our friend faxed his letter, the officer said the letter was approve and will let us know within 48 hrs about the progress.

stargirl40 · 10/08/2012 16:37

I asked if she could fax it back and they said no, if you could speak to the same person all the time it would be much easier she seems to think if the letter arrives by Monday and she sends it back first class we could have the passport by next week though i doubt that!

Milboy1 · 10/08/2012 23:00

Passport is here and we are off for our holiday.This wouldn't be possible without your help and direct number for Durham office.Thank you all.

ijolt · 11/08/2012 06:04

@stargirl40 I was told that once they receive the countersignatory's letter it is 2 days to print it and 2 days to post it - so that should still leave you some time to spare? But if you're worried, they can put a note on your file that you want to upgrade - that's what we did and got passport with 1 day to spare!
Thanks for your help - I don't think we would have got it if I hadn't been able to get through to Durham. I really hope it all works out without too much stress for you!

catgirl2012 · 11/08/2012 06:35

Yaay for Milboy1 - enjoy your holiday :)

4477 · 11/08/2012 10:30

@stargirl40 Do you have the officer name who spoke to you about faxing ? If so just call them and say you need to fax it back to her ( as you was told in the first place) and will also post it too. That what i'd done i spoke to 3 different officer i just said Ms. xxx said i can fax it back and 2 of them said ok it's fine.

stargirl40 · 11/08/2012 11:23

yes The lady i first spoke to called Jane was off she told me she would be off but to call any way as someone else would be there and i could give the fax number to them. I told her Jane told me to ring and she went on how its not usual for them to fax the counter signatory especially as im not travelling until the 27th. She said she would have to ask her manager and ring me back, which she did and her manager said no. I am just waiting to see if the letter turns up Monday and i will call Durham again and ask about upgarde too.

leanne270 · 11/08/2012 12:27

HELP!

I'm desperate, renewal applications sent for 2 of my 3 daughters on 18th July, payment taken 21st July. The helpline is no help as I stupidly did not write my barcode down however the unhelpful lady did take great pleasure in telling me that postal applications are taking 4 - 5 weeks.

We are due to fly Monday 20th Aug AM, so 4 weeks is the Saturday before if you take it from the day payment was taken.

I have left a message for my MP and emailed him too but still don't feel confident.

Does anybody have the direct number for Peterborough so i can chase on Monday?

stargirl40 · 11/08/2012 12:56

I don't know direct to Peterborough but i'm sure someone who knows it will be on here soon. Once you speak to them Direct you may feel a bit better the 0300 number can make you feel worse :( good luck x

leanne270 · 11/08/2012 13:17

I've been sent the number so here's to hoping i can get some answers on Monday.

Thanks all, i'll update on Monday.

alimorgan1976 · 11/08/2012 13:35

hi all can anybody message me with the direct number for durham passport office please. due to travel two weeks today they've had my application a month and its still being processed. absolute nightmare.

stargirl40 · 11/08/2012 14:01

inboxed you alimorgan1976