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Original poster

HELP PLEASE! DURHAM PASSPORT OFFICE

138 replies

twinsplusE · 05/05/2022 13:27

Long shot but does anyone have a direct contact number for Durham Passport Office or the Upgrade Team?

I applied for my twins' first passports almost 10 weeks ago and we're due to travel on Tuesday (5 days' time). I applied for an upgrade over 10 days ago but haven't heard back from the upgrade team. I've chased a few times but still nothing. I've tried to call the customer service number over 150 times in the past 2 days but it keeps saying "due to high call volume we're unable to take your call". I'm at my wits end! No one gets back to you!

Any help greatly appreciated!

OP posts:
afinethingindeed · 10/05/2022 09:31

Omg! So happy to read your update. Enjoy your holiday, you've certainly earned it!

Original poster
twinsplusE · 10/05/2022 10:01

afinethingindeed · 10/05/2022 09:31

Omg! So happy to read your update. Enjoy your holiday, you've certainly earned it!

Thank you so much!

OP posts:
GiveMyHeadPeaceffs · 10/05/2022 10:20

So glad you got sorted! But I honestly recommend a written complaint when you get home. Send a copy to the passport office and your MP. It's an absolute disgrace at the moment, they need more staff in to get the backlog cleared and they need staff answering phones and being honest. Hope you have a wonderful holiday!

Viviennedluca · 11/05/2022 11:16

So pleased brought tears to my eyes the stress is unreal I feel totally hopeless mp has spoken to them they haven’t even looked at my sons passport it’s a waiting game but I’m going out of my mind the stress on me and my husband is awful I think he’s going to divorce me if I mention the word passport again 😔 we should be excited packing our bags it’s been absolute hell on earth!

lookingtofly · 19/05/2022 11:53

Hi there, was the call you got at 6.30 from one of the upgrade teams or just general passport office?
I’m currently in the same position :(

lookingtofly · 19/05/2022 11:54

Hi there, was the call you got at 6.30 from one of the upgrade teams or just general passport office?

I’m currently in the same position :(

Viviennedluca · 19/05/2022 12:27

@lookingtofly when are you due to go?

lookingtofly · 19/05/2022 12:37

We are due to fly on the 3rd but I will have to cancel the holiday by the 1st in order to get a refund so really need it by the 1st of June!

Viviennedluca · 19/05/2022 13:34

@lookingtofly im in the same boat, I go on the 11th I still have time but it’s still not been looked at the phone lines are useless I have until the 9th June to sort my holiday I can only move it to another date costing £450 but it’s better than losing £4k where’s your passport at?

HighSea · 19/05/2022 13:40

@Viviennedluca @lookingtofly I am waiting for my whole families renewals to come back from Durham, which seems to be the worst preforming passport office in the uk. We go on the 20th but have to make any amendments by 6th June.

lookingtofly · 19/05/2022 13:44

@Viviennedluca @HighSea its all such a mess and the customer helplines are of no assistance! I have emailed all of the above offices and will continue doing so over the next two weeks! I hope you both get to go on your holidays

Viviennedluca · 19/05/2022 13:44

@HighSea Mines there to waiting for a baby’s first passport it’s been the worst time of my life and I’m guessing it’s been yours to.. it’s 10 weeks next week for me… the queens jubilee hasn’t helped matters 3 day bank holidays then Sunday then it’s the 6th June I’m left with six days it’s awful did you get a text to say they will be back?

lookingtofly · 19/05/2022 13:46

@Viviennedluca I’ve been told my passport is at Durham which fills me with dread! Doesn’t look that office is coping at all.
Have you tried any other methods of contacting passport office?

HighSea · 19/05/2022 13:52

@Viviennedluca @lookingtofly we got the short straw they with Durham! I got a text back on 2nd March to say 5 weeks don’t contact before then and a few weeks later saying it’s now 10 weeks don’t ring the helpline and making delays worst. We are 11 weeks and 2 days in and not one passport has been processed, all 5 are simple renewals. Have you two had any luck on the helpline? I have struggled to get through it just cuts off after an hours on hold and nobody replies to emails.

lookingtofly · 19/05/2022 15:01

@HighSea @Viviennedluca so I waited until it was two weeks before travel date (I took the date which I can still a refund with my cancellation policy, not the date that I fly but that is only two days later) and called Passport Office asking to speak to the upgrade team. Once I got through to the upgrade team they said which office my passport was at and gave me the email - that was it! I have emailed the Durham team requesting an upgrade but not had any response as of yet.

I had previously been promised a callback from the upgrade team prior to this conversation, so if you are waiting on one I would just keep calling and ask to speak to them. However I doubt they are giving any more help only the email contacts which are on this thread a bit further up.

I even went to the passport office in Victoria it was mayhem, they are just sending people away empty handed. A woman behind me had been waiting 3 months and was about to miss her honeymoon that week!

lookingtofly · 19/05/2022 15:35

Has anyone who has contacted the upgrades team via email received an automated repose stating confirmation that your email has been received?

Viviennedluca · 19/05/2022 15:43

Where’s the passport office in Victoria? I’m planning on going to Durham arriving in the morning nothing to lose at this rate, getting there for 7am it’s a risk but I’m willing to take it the telephone lines are useless

Viviennedluca · 19/05/2022 15:45

It’s disgusting they have done this, it’s not like we applied 3 weeks ago … I’ve been stressed for the last month …

Viviennedluca · 19/05/2022 15:47

@lookingtofly i have seen people receiving the emails and told to wait until they contact you, people can’t leave it 48 hours before you can if you booked flights accommodation separately but if you’ve got package holidays they need to know 48 hours before cause if you don’t tell them you lose everything you’ve paid

lookingtofly · 19/05/2022 18:31

@afinethingindeed Hi, thanks for sharing this information it’s really useful. Do you know how it works exactly with the offices, I know mine is at Durham but you mentioned that another office is able to process it?

afinethingindeed · 19/05/2022 18:40

Hi @lookingtofly
I'm sorry I don't know. I didn't write that update, I just copied and pasted it from Facebook hoping it might help. I hope you get yours sorted soon! X

Original poster
twinsplusE · 19/05/2022 20:27

lookingtofly · 19/05/2022 11:53

Hi there, was the call you got at 6.30 from one of the upgrade teams or just general passport office?
I’m currently in the same position :(

It was the upgrade team but I don’t know from which office as I’d emailed them all by that point. They ended up refunding me the upgrade fee as they accepted I should have received them anyway since we were over the 10 week mark. Best of luck to you. Email all those in the message above in the thread. I honestly think if I hadn’t have done that I’d still be waiting.

OP posts:
lookingtofly · 20/05/2022 08:21

@twinsplusE thanks so much! Hope you enjoyed your holiday x

lookingtofly · 20/05/2022 08:23

@Viviennedluca it’s about a 2 min walk from Victoria station in London. Good luck at Durham office today, please update how you get on! :)

Viviennedluca · 20/05/2022 08:38

@lookingtofly im going to Peterborough on the 28th Durham on the 6th floor I will let you know what happens x

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