UK Passport Payment Annoyance

[josephbloggs]

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.

 

[scubascuba3]

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

[josephbloggs]

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.

[scubascuba3]

58 minutes ago, josephbloggs said:

Ah, no I hadn't read that.

This thread goes into detail

 

https://aseannow.com/topic/1356355-uk-passport-renewal-email-received-send-us-your-passport-2-weeks-after-applying/page/6/#comment-19770049

[josephbloggs]

3 hours ago, scubascuba3 said:

This thread goes into detail

 

https://aseannow.com/topic/1356355-uk-passport-renewal-email-received-send-us-your-passport-2-weeks-after-applying/page/6/#comment-19770049

Thank you. Just read the whole thing, what a shambles.

[Andrew Dwyer]

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.

[josephbloggs]

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.

[richard_smith237]

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.

[josephbloggs]

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.

[josephbloggs]

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.