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“Absolutely useless! Shockingly useless!”

written by Louiseab2 on 13/09/2015

I had my passport renewed, and the passport office use DX Secure to deliver the passports back to their owner. Firstly, DX Secure posted my new passport through our letterbox on the door, when there was clearly a box on the wall, so my dog chewed my new passport to shreds! After speaking to somebody on the phone the same afternoon they said they were not allowed to put the goods in a box on the wall as it isn't safe, so they ring he doorbell twice, if no answer and a secure location they pop it through the door. After having a replacement sent out, and taping the letterbox up on the door so it couldn't be opened, DX Secure then left a delivery card in our box on the wall saying the could not deliver it due to needing a signature, why did it not need a signature he first time then? Huh? So I called DX Secure to arrange redelivery to my place of work, they confirmed I would need to be there with ID to show the driver delivering it, again, no, they just left it at reception without a clue that I ever worked there!! Someone could have had my passport that shouldn't have! It's ridiculous! Now after emailing DX Secure to complain, their customer service is terrible too and no one seems to care! I got one reply saying it was logged and someone was waiting an interview with the delivery driver, and that was 10 days ago, I am not kept up to date with what is going on and now not getting replies! After paying twice £80 for a new passport the least they could do is reply to an email! Absolutely terrible! Do not use DX Secure under any circumstance, they are seriously useless!!