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- On 15 July 2014 I found out that my 6 year old’s passport was expired and we were due to travel on 20th of July.
- On 16 july 2014 I searched on google ‘renew passport “the first site that appeared was the British Passport Services website which looked like a legitimate website.
- The site advertised that they can get emergency next day appointment at the passport office. I believed they were connected with the HM Passport Service with this claim.
- The lady I spoke to assured me there was a next day appointment available but I had to go online and fill out the form and pay the £117.60. I filled out the online form on 16/07/2014 09:30.
- I called her back and paid the 117.60 then she confirmed that appointment now is made for the 17/07/2014 London Office at 1:15pm (reference number XXXXXXX).
- I paid the money to get a next day appointment under my name to renew my daughter’s passport. At 16/07/2014 11:35 I received an email from them with instruction regarding the appointment. One of the steps was that when I get to the passport office I should say that I have an appointment under the name GR with booking number XXXXXXX and that if I was asked who GR is I should say she’s my assistant who booked the appointment for me.
- This made me feel very uncomfortable. I was not told that the appointment will not be under my name nor does it say this anywhere on their website. It felt like I was going to commit fraud if I did what they advise me to do on the email.
- I spoke to my friend who said I got scammed and I should call this number 0300 222 0000 (passport advice line) to make sure appointment is made. I called them and there was no appointment made for me or my daughter.
- I called back asking the lady to give me a refund for reasons above and she said I should follow instruction on their website to cancel. When I did this I had a follow up email telling me that I can't cancel. I contacted my bank who refunded the money back into my account after they investigated my claim.
- I did not use any other service they were offering. I paid to get an appointment for myself. They did not provide me with an appointment. I had every right to get a refund.
- Their website/and lady I spoke to said nothing about the appointment I paid for being under someone else name. I only found out after I paid and received the email. Soon as I was aware I called to express my disagreement and cancelled.
- Since then they have been aggressively harassing me threating court proceedings with emails, calls, text messages and letter demanding that I should paid them back for the service they provided.
Now claimed issued on 09/03/2015 and now I have until 28 March after I disputed the whole claim.
Can you please advice what I wrote is sufficient to be my defence.
Many Thanks
Afrah
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