Freedompass Reviews 10

Charge you fourteen pound for a replacement card

They can't even be bothered to give you a cardholder anymore!
Wtf so I have to spend an extra free quid, getting a card holder? How pathik

Also, the customer service us terrible, a lot of people have disabilities and they rush people through the call
Your not meant to rush people with disabilities. You are meant to give them time

There was an intelligent person at the end of the phone to Arbroath who explained she had sent out new Freedom Passes to me and my husband. However, we did not receive them so she said she would cancel them and send out two further passes.

I must say this was after dealing with various incompetent people over the last few weeks.

It seems to me that the only solution is to keep on trying until there is a person who actually listens or reads your email and looks up your details.

Over the past weeks I have spent hours and hours trying to call Freedompass 03003301433 to pay £ 14 for a card renewal having received an email requesting me to do so over the telephone! Consistently I have been put on hold for hours and then disconnected! How can a public service be so disgracefully inefficient and inconsiderate towards the people that is expected to serve? What are they thinking of achieving by such a behaviour? Anybody needing to dealing with Freedompass is elderly and in need of support and would expect a caring response! Instead it receives stress and delay in being able to use the service to which it is entitled. So far, I have been unable to reach Freedompass to make my payment and have my card reactivated. What can I do? I am 82 years old and should not be subject to this abhorrent inconsiderate treatment. Shame on you Freedompass!!!

The payment page does not work. The helpline has no one answered and simply hung up for all morning.
Ridiculous.

when i called the freedom pass people to order my new pass they were very helpful and assassinated with my call. they were very friendly and offered to help me with call. in addition to this they were very helpful in understanding of my call today. which was to order a new freedom pass as my current one wasn't working.
therefore i would like to say a huge thank you to them.

A friend of mine lost their bus pass and you have to pay for a new one.The person who answered the telephone was really unhelpful and disrespectful, did want to know that my friend cannot work technology so I had to deal with it for him.gone are the days of respect.also will not accept bank letters of proof of address but can take details of your bank card hypocrites

Payment page doesn't work. Tried a different browser.
Tried two different devices. Phoned (but only on a weekday as they're closed at the weekends). Chap told me they had been aware of this issue for a couple of weeks. Can you imagine a business operating like this? Ludicrous. Who developed this trash? A private company? Dreadful. They should have no business developing anything at any level.

The FP Application on-line Electronic Service does not recognise personal information such as Address / DOB that are clearly marked on Govt-send letters / Docs that are uploaded to the site.
It means that when the Applicant has to send further personal information (with all personal security risks this entails), they are instructed to send these official letters / Docs to a different on-line site. However, unlike the first time personal Docs are sent, there is no acknowledgement of these second lot of official Govt. letters / Docs via a response e-mail, to the applicant which leaves the applicant wondering if they have been received by the correct Dept. and a worry that their personal ID and details such as Passport or Driving Licence information will get into criminal hands?
To get through on the phone, it takes ages to receive a response. When we got through, the woman named Maria, first told us that there was no date on the official letters / Docs when there clearly was. Then, she said that we hadn't sent them at all, which begs the question of how she would know that a date was missing from the letter / Doc? Then, she said that the letters / Docs had not been received and that we needed to upload all the information again.
Since an e-mail in the form of an acknowledgment had been received after the original Application had been made, (that stated that the Application was complete and all requested information had been received), why would she say that it had not been received? Then, she said that she had no access to e-mails and so she could not view the letter / Docs at her end and that her colleagues only, could view them and to wait a few days for an e-mail to be sent to us. She seemed to repeating from a learnt script and was contradicting what we told her, as if she had not understood what we told her initially? Her English was not very good. After contradicting herself a few times, she then got stroppy, telling us that she would put the phone down, when we were being polite, merely trying to get the correct information which she clearly did not have. It seemed as if she was making it up as she went along and contradicted herself in the process.
It was a complete waste of our time of waiting on the line for a long time.
Some of the staff need proper training because they clearly do not understand plain English or do not understand the job they are employed to do.

Sent email FIVE times - phoning no use, to many options to choose from

No responses whatsoever.

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FREEDOM PASS DEACTIVATED

This is urgent. Suddenly my FP has stopped working.

Whilst the bus drivers let me use it, the railway stations will not.

This is causing massive inconvenience.

The details and scan are as follows:[redacted]

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I know, this is a Govt. website to register and get your Freedom Pass - a free travel pass for us older people. And, don't get me wrong, I'm very grateful for the opportunity to have free travel around London (not that I can use it much in the current lockdown circumstances).

However, I would have thought they could do a better job with the website. It has taken them a week to fix a registration problem on the main registration page. Now that is fixed, but the system is not now sending a confirmation email to click on. So, once again the website process seems to be broken.

Also (continued complaint) when you phone up you have to work through loads of annoying IVR messages to select this or that before being put into a queue to get answered. The first time I did this I just got silence for 15 minutes before I hung up and re-dialled. When I phoned back I finally got through
to a pleasant lady - who wasn't able to help me.

So, only 1 star from me. But perhaps if they fix the problems you will have a better experience.