So a couple of days ago my license renewal dropped through my letterbox. As I’m over seventy it comes around every three years. The last time I applied I just went onto the DVLA web site and ten minutes later my application was complete and all I had to do was send off my current license to them. Simple.
So again I headed to the DVLA web site and started my application. Within a few clicks I was advised that I had to setup a new Gov UK Online App to prove my identity, so off I popped to the new web site. The process included uploading of photo copy of an existing document to prove who you are. As I was applying for driving license I thought what better document than my current driving license. The process included downloading the new app to my phone and then scanning the front and back of my license and a scan of my face. All good, it completed without problems and I received a confirmation email that my new identity was setup. The new identity app then pointed me back to the DVLA site. I completed the first couple of steps on DVLA when a screen came up saying they need to confirm my identity and off it went to the new Gov UK Online App (which I had just setup). I had to sign in the new app and once done it informed me that they could not confirm my identity and stopped the process. There was no way to get back to the DVLA web site to continue with my application? Confused I went back around the loop in an attempt to renew license, but the DVLA site just came up with we cannot continue with your application as we cannot confirm your identity,
My next action was to phone DVLA, and after 45 minutes hanging on the phone I got through to an agent. I explained the problem I was having and to cut a very frustrating long story short, the only recommendation they could offer was to apply for my license using the paper application form I received in my letter? They had no second line support or any other way in which to discuss why my identity was not confirmed.
Not getting any sensible resolution from DVLA I contacted the new Gov UK Online App support team. Another lengthy wait on the telephone I again spoke to an agent. The response from the new app team was that they cannot discuss identity problems and just pointed me back to DVLA. So I again went back to DVLA, same result cannot help you you will need to send in a paper application.
Anyway I got up this morning to review the events of the passed few days and my interaction with these two government departments. After giving much thought, I again tried to apply for my license, I got the same result; they could not confirm my identity. This time I noted all the steps and noticed that that it was the new app where the issue was, not the DVLA site. So I rang them again.
As it was early and their phone line had only just opened I got straight through; bonus. However the conversation with the agent was again extremely frustrating. As I said I had given events some thought and I concluded that 10 years ago when I renewed my license I had a beard. During the new app application I had used my license (picture with my beard) and it took a current picture of my face. I asked the agent if this could be the reason for the identity check failing? I was advised that they could not discuss any identity failures and could not refer me to any second line support function. I asked if I could upload my passport, no this was not an option. Basically there is nothing that can be done and my only option is to apply for my license using the paper application form, which I have reluctantly done.
I asked how can this situation be resolved, as going forward all government service will be moving to using this new app to prove your identity, which means that I will be restricted from using any online processes. The response from the agent was I’m sorry but I cannot help you and I have no idea how you can get this resolved. I can raise a complaint if you would like and you should get a response within 20 days..
I said please raise the complaint and that it is ridiculous to have to wait 20 days. WTF is going on.
Apologies for the length of this post, but I wanted warn you all to be really careful when you go through this new process and also to ask if anybody else is having similar problems with this new process?
Thanks in anticipation.
