DX Delivery and 'Additional Information'

Hi all,

Really getting miffed off with DX delivery who we are forced to use when getting a new passport from the embassy.

You enter your tracking details and it says that 'additional information is required' and then provides you with a phone number. You try calling and it says all advisors are 'busy' (BS) and then says email this address with your inquiry and then hangs up on you! It says all emails will be answered within 24 hours.

I've emailed to the address they've provided and it's been three days! I also tried live chat and it says that all advisors are 'busy'.

I'm seriously lost on what to do to find out where my daughter's passport is? DX are a joke.

Has anybody had this issue?

Personally I've found DX pretty good.  What is the issue?  Are you needing to rearrange delivery after a missed attempt?

Personally I've found DX pretty good.  What is the issue?  Are you needing to rearrange delivery after a missed attempt?

We opted for collection from the depot just so there is no mess with missed deliveries etc. They said at the embassy that the current delivery is two weeks. It's been three weeks so we tracked the package. When you go to track it you get this "We need additional information regarding your delivery, please contact DX on 0333 241 0333 (Now out on road)".

And then you call and they tell you to email and then hang up.

Now I've just noticed we have the option to 'redeliver' but would that just mess everything up?

No idea.

Do you know that DX has the passport?

I've called DX before with no issues.  Maybe try later in the day and the phones will be quieter?

No idea.

Do you know that DX has the passport?

I've called DX before with no issues.  Maybe try later in the day and the phones will be quieter?

The thing is you don't get put on hold, they just hang up and say to email?

The thing is you don't get put on hold, they just hang up and say to email?

Weird, I've not had that before.

The thing is you don't get put on hold, they just hang up and say to email?

Have you had confirmation that the passport has left the US embassy and is in DX's hands?

It says on the London embassy website that current passport processing times are 4 weeks.

Weird, I've not had that before.

It's infuriating. That happens on every number you try calling

Have you had confirmation that the passport has left the US embassy and is in DX's hands?

It says on the London embassy website that current passport processing times are 4 weeks.

Not yet but my wife's phone (whose number we stupidly gave to them) has service issues and text issues so we don't know if anything has been received. The DX lady at the embassy was confident when she said two weeks

It's infuriating. That happens on every number you try calling

I take it you are calling this number?  0333 241 5111

I take it you are calling this number?  0333 241 5111

Yes, and the one quoted above

Not yet but my wife's phone (whose number we stupidly gave to them) has service issues and text issues so we don't know if anything has been received. The DX lady at the embassy was confident when she said two weeks

It does depend on what type of passport you're applying for as to what the processing times are.

Current processing times on the London Embassy website (which I understand are pretty accurate):

Report of Birth Abroad and First Passport:
- Processing time for a Consular Report of Birth Abroad and First Passport is approximately 4 weeks.

Born outside the US and applying for passport:
- Processing time for a full validity (10 years for adults; 5 years for children under age 16) U.S. passport is approximately 4 weeks.

Renewing a child's passport:
- Processing time for a full validity (5 years for children under age 16) U.S. passport is approximately 3 weeks.

Renewing an adult's passport:
- Processing time for a full validity (10 year for adult) U.S. passport is approximately 3 weeks.

Thanks ksand,

I'll be patient and wait another week.

(But I wanna see her cute little face in her passport!)

Thanks ksand,

I'll be patient and wait another week.

(But I wanna see her cute little face in her passport!)

No worries .

I'm just wondering if the reason you are having trouble with DX is because they don't actually have your passport yet, and therefore have no information about your delivery.

It may be that once they have picked up the passport, the tracking details will change and it will no longer say that they need more information.