Passport office charged £588 – but we got nothing as a result | consumer affairs

I am trying to get a replacement passport for my son so he can come to France with us in July. His current passport no longer has the required three months after his return.

After several attempts on the Passport Office website on May 16, 2022, I was offered an appointment in Liverpool (I live in London) for June 6 and went through the process of filling out the forms, of entering my card details, to be informed as I pressed “pay” that the appointment had passed.

Later that day I undertook the same process (this time for an appointment in Durham), filled in the forms and put in my card details to be notified when I pressed pay, the appointment was past.

I haven’t received any emails confirming these payments or appointments, but when I checked my credit card statement two installments of £147 had been taken (we only need a new passport). I contacted the Passport Office via their online form later that day, to which I have yet to receive a response.

I can now see that the Passport Office took four payments of £147 from my credit card – a total of £588 – despite no emails confirming the payments or appointments.

My son is traveling on July 16.

SB, London

With the Passport Office advising people to allow up to 10 weeks for applications – and despite your credit card bill going up – you insisted and got a premium online appointment in London at a cost of £177 £. Fortunately, your son now has his new passport. Getting a refund took longer than it should have but, after chasing us, your money was returned.

HM Passport Office says: “The overwhelming majority of applications are completed within 10 weeks, with the latest figures showing 90% completed within six weeks. But we can’t compromise security checks, and people should apply well in advance before travelling.

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About Kristina McManus

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