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UK Passport Payment Annoyance

Featured Replies

Hi folks,

So I was at VFS last week to submit an application to renew my daughter's UK passport. I had to do it twice as the first time they rejected it as proof of address was in my name and it needed to be her name even though she is 16 and doesn't have bills in her name. Anyway, got that sorted. Filled out the credit card paper form (super high tech, well done UK!) for the full amount, VFS checked it and we sealed it together and signed it. 

Now I just got this email. I had written the correct amount as I double checked and VFS checked everything. My credit card says £143.51 is pending. No idea why they say only £14.51 is paid as my credit card says £143.51.

I will call them tomorrow - AT MY EXPENSE - but has anyone had a similar issue? So frustrating and pretty rubbish really.

 

Screenshot 2025-04-30 at 19.27.23.png

  • Author
3 hours ago, scubascuba3 said:

You may have read that there's lot's of issues at the NEW passport office currently 


Ah, no I hadn't read that.

While it doesn’t help the op i would advise anyone with a passport renewal in the near future to take a snapshot of their payment/application forms.

 

The relocation of HMPO ( from Liverpool to Corby ) has caused numerous problems recently, seemingly the new staff are unaware of the Thai/VFS Global procedures.

VFS Bangkok have not helped the confusion with some incorrect advice.

  • Author
41 minutes ago, Andrew Dwyer said:

While it doesn’t help the op i would advise anyone with a passport renewal in the near future to take a snapshot of their payment/application forms.

 

The relocation of HMPO ( from Liverpool to Corby ) has caused numerous problems recently, seemingly the new staff are unaware of the Thai/VFS Global procedures.

VFS Bangkok have not helped the confusion with some incorrect advice.


Yes, too late for me, but good advice. I do have the receipt that shows I agreed to a payment of £143.51 but a copy of the actual payment form would have been handy. I have probably done 10 renewals through VFS for me and my kids over the years and never had an issue other than some long processing times. Ah, remember the good old days when the passports were actually made at the embassy....

There is no charge of £14.51 on my card (the amount they say I have paid), but I have a pending payment of £143.51.

It is just monumental incompetence from HMPO. I will be calling them today and will report back, but reading that other thread doesn't fill me with confidence. How embarrassing as a Brit.

I have to say the whole VFS experience was pretty good - very efficient and the staff were very helpful. Still a massive PITA to trundle to Rama 9 but it's close to the MRT so not too bad.

All valid comments and complaints: 

 

When renewing both my son's and my own passports last year, I encountered several minor yet frustrating issues.

 

Firstly, in regard to your comment:
“They rejected proof of address as it was in your name and not your daughter's.”
For my son (under 16), proof of address in my name has always been acceptable. Perhaps the issue arose because your daughter is 16, in which case, proof of address might need to be in her name? - What did you end up using ?

 

 

Regarding payment:
I raised concerns about the practice of writing down our card details on paper, including the security code, as I believe this poses a security risk. A more secure method should be implemented. Despite my complaint, I had no choice but to comply. However, a few weeks later, I received an email stating that the payment was rejected (UK card), and I was subsequently directed to an online payment portal.


This prompts the question: Why was this secure payment portal not utilised from the outset?

 

 

Finally, my passport photo was also rejected, necessitating the mailing of another photo to the UK.

  • Author
1 minute ago, richard_smith237 said:

All valid comments and complaints: 

 

When renewing both my son's and my own passports last year, I encountered several minor yet frustrating issues.

 

Firstly, in regard to your comment:
“They rejected proof of address as it was in your name and not your daughter's.”
For my son (under 16), proof of address in my name has always been acceptable. Perhaps the issue arose because your daughter is 16, in which case, proof of address might need to be in her name? - What did you end up using ?

 

 

 


Yeah, it has always been in my name but as she is 16 it is an adult passport so needed to be in her name. My wife got a letter from the district office which is based on our tabien bahn. She said it took five minutes and cost 10 baht. It's basically a letter certifying (in English) my daughter's details, the date she moved to this house, the address, then signed by the registrar. They are very familiar with it, my wife just said she needed it for a UK passport renewal and they knew what to do. It's called a Thor Ror 14/1 and looks like this (but obviously they fill it out).

 

 

 

Quote

Regarding payment:
I raised concerns about the practice of writing down our card details on paper, including the security code, as I believe this poses a security risk. A more secure method should be implemented. Despite my complaint, I had no choice but to comply. However, a few weeks later, I received an email stating that the payment was rejected (UK card), and I was subsequently directed to an online payment portal.


This prompts the question: Why was this secure payment portal not utilised from the outset?

 


Very good question. And yes, it is a security risk although they do seal the payment form in an envelope in front of you, tape it closed and have you and the VFS person sign over the join. Still that is very weak but I guess the best they can do (VFS). No idea why it can't be done online and you've shown it actually can be. It's actually pretty pathetic in 2025.

 

Quote

Finally, my passport photo was also rejected, necessitating the mailing of another photo to the UK.


On my first visit they said it was likely to be rejected as I had not had it countersigned, but they would go ahead anyway if I wanted to risk it. I had previously emailed to ask if countersigning was necessary and they said no if the person was still recognisable. To me she still is but then to a stranger I guess not. Anyway that was on me, I should have done it anyway to be safe, but it would have been moot anyway as I still had to make another appointment after getting proof of address.

form-20161101-220512-824810.1.jpeg

  • Author

As an update I got the same email today saying I owe £129. 

I just called them and had a very nice Indian fellow. I explained the problem, and he checked and said they could only take £14.51 and I owe £129. I explained my credit card has a pending amount of £143.51 and there is no charge of £14.51 to be seen, only £143.51 and it was impossible not for them to take the full amount. We went round and round for a while and then I just agreed to pay £129 over the phone. I am sending my daughter to the UK for the summer so I can't be bothered faffing around on this, I just need the passport.

So £129 has just been charged on my card. I'll reconcile everything at the end and if I have paid too much I'll deal with the credit card company, but I will report back when all the charges have fully gone through.

Even if it does somehow only end up being £143.51 in the end the system is still pathetic and embarrassing in 2025. 

Yes I am having the same problems over and over again , 6 phone calls to HMPO and 4 Complaints made on there 

Passport enquiry form – GOV.UKpassport.service.gov.uk and not getting very far . Time and Time again I have given them all the details ( THE SAME INFORMATION EACH TIME WITH REF NUMBERS ) and they still come back asking for details , or no payment received , or Name details do not match . I just do not know what is going on there ?
 
 

Renewed my UK Passport with VFS a year ago in Chiangmai …. Excellent service very efficient … new passport actually came much earlier than expected.

 

 

43 minutes ago, csmith said:

Renewed my UK Passport with VFS a year ago in Chiangmai …. Excellent service very efficient … new passport actually came much earlier than expected.

 

 

very out of date info, big problems since office move 

I did my Irish passport on line yesterday it took all of 30 minutes total cost including 5 year European ID card and postage to Thailand was £96 why does the UK make it so difficult 

  • Author
1 minute ago, crazykopite said:

I did my Irish passport on line yesterday it took all of 30 minutes total cost including 5 year European ID card and postage to Thailand was £96 why does the UK make it so difficult 


Because the UK decided it should sell off all public services. Worked out well.

1 hour ago, josephbloggs said:


Because the UK decided it should sell off all public services. Worked out well.

Too lazy to work. Also high wage economy so jobs go abroad where it's cheaper

  • Author
On 5/1/2025 at 8:24 PM, josephbloggs said:

As an update I got the same email today saying I owe £129. 

I just called them and had a very nice Indian fellow. I explained the problem, and he checked and said they could only take £14.51 and I owe £129. I explained my credit card has a pending amount of £143.51 and there is no charge of £14.51 to be seen, only £143.51 and it was impossible not for them to take the full amount. We went round and round for a while and then I just agreed to pay £129 over the phone. I am sending my daughter to the UK for the summer so I can't be bothered faffing around on this, I just need the passport.

So £129 has just been charged on my card. I'll reconcile everything at the end and if I have paid too much I'll deal with the credit card company, but I will report back when all the charges have fully gone through.

Even if it does somehow only end up being £143.51 in the end the system is still pathetic and embarrassing in 2025. 


Just to update the thread, I got an email just now that the application is accepted and they are sending the passport for printing. As far as I can tell my card has only been charged £143.51 (even though this is an outrageous cost - one of the most expensive passports in the world). 

So it seems whatever they did wrong on the payment it was sorted out after a phone call. Two weeks from submission to acceptance, I wonder how long till it comes back for collection. They did say approx four weeks when I applied so seems that could be about right.

16 minutes ago, josephbloggs said:


Just to update the thread, I got an email just now that the application is accepted and they are sending the passport for printing. As far as I can tell my card has only been charged £143.51 (even though this is an outrageous cost - one of the most expensive passports in the world). 

So it seems whatever they did wrong on the payment it was sorted out after a phone call. Two weeks from submission to acceptance, I wonder how long till it comes back for collection. They did say approx four weeks when I applied so seems that could be about right.

Thanks for the update 👍

  • Author
  • Popular Post
On 5/8/2025 at 4:21 PM, josephbloggs said:


Just to update the thread, I got an email just now that the application is accepted and they are sending the passport for printing. As far as I can tell my card has only been charged £143.51 (even though this is an outrageous cost - one of the most expensive passports in the world). 

So it seems whatever they did wrong on the payment it was sorted out after a phone call. Two weeks from submission to acceptance, I wonder how long till it comes back for collection. They did say approx four weeks when I applied so seems that could be about right.


So, final update. I got an email today that the passport is now ready for collection. Submitted on 24th April, ready on 14th May. Just under three weeks and that is with the weird payment issue that I had to resolve. So fair's fair, that is pretty quick and faster than the four weeks I was told to expect.

  • 2 weeks later...

I Applied on Monday and they payment was taken out on on the Friday.

 

  • 4 months later...
On 5/26/2025 at 9:08 AM, Millian said:

I Applied on Monday and they payment was taken out on on the Friday.

 

You are lucky 

Sep 18 Application Received
Sep 25 Passport Approved

Sep 28 Email about using black pen to sign new passport.

1) No payment taken on card
2) VFS Tracking doesn't work
3) UK Passport Tracking doesn't work

On 9/30/2025 at 12:40 AM, Jenkins9039 said:

You are lucky 

Sep 18 Application Received
Sep 25 Passport Approved

Sep 28 Email about using black pen to sign new passport.

1) No payment taken on card
2) VFS Tracking doesn't work
3) UK Passport Tracking doesn't work

Correction, they didn't email me and a email from SCB went into spam, charged my Credit Card day after it arrived in the UK.

2 hours ago, Jenkins9039 said:

Correction, they didn't email me and a email from SCB went into spam, charged my Credit Card day after it arrived in the UK.

Did you write the charge on the credit card form? passport fee plus courier fee?

On 5/1/2025 at 2:07 PM, richard_smith237 said:

Firstly, in regard to your comment:
“They rejected proof of address as it was in your name and not your daughter's.”
For my son (under 16), proof of address in my name has always been acceptable. Perhaps the issue arose because your daughter is 16, in which case, proof of address might need to be in her name? - What did you end up using ?


I recently applied for my 3 year old daughter's first passport and they needed proof of address in her name. I had to supply some additional documents to satisfy this after the initial application

On 10/1/2025 at 3:59 AM, scubascuba3 said:

Did you write the charge on the credit card form? passport fee plus courier fee?

Yeah i put the amount, just wasn't aware they'd charged my card (have about 20 charges going out some days).

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