Passport rip off as MP slams 55p-a-minute hotline to arrange delivery from Government-approved firm

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DX charges people to call a helpline to organise a time slot when they will be home - with Luciana Berger waiting 33 minutes to speak to staff – costing her £17.10

Holidaymakers face rip-off charges while arranging to have passports delivered by a Government-approved firm.

DX, which won the contract from Royal Mail, charges people to call a helpline to organise a time slot when they will be home.

Despite its claim that calls cost 7p a minute, bills reveal a premium 55p a minute rate, report the Sunday People.

Labour MP Luciana Berger waited 33 minutes to speak to staff – costing £17.10.

She got a letter from DX in July that read: “We have an urgent delivery that might require a signature.”

It included the 0844 helpline number, stating: “Calls will cost 7p per minute plus your mobile company’s access charge.”

But Ms Berger, MP for Liverpool Wavertree, said: “I spoke to O2 and they said it was DX who charged a stonking 55p a minute connection charge.

“DX appear to be using the respectability brought by their partnership with HM Passport Office to charge extortionate phone rates to people anxious about their documents.”

Other disgruntled customers vented their anger on social media. One stormed: “Call cost me more than £100. This is ridiculous.” Another posted: “I wish I had called a sex line as at least I would have got enjoyment.”

DX apologised to Ms Berger and said it has “taken steps to introduce a local rate line in response to customers’ feedback and expectations”.

They said in a statement: "We apologise for the inconvenience caused to Ms Berger, as we always aim to provide the best service possible to our customers.

"We have already taken steps to introduce a local rate phone line in response to our customers’ feedback and expectations.

"We are in the final stages of training further customer service personnel and improving our systems to enable us to switch to this local rate phone line in the next couple of months.”