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Anybody Having Difficulties with HSE Digital Certificate Call Centre?

  • 17-08-2021 12:14pm
    #1
    wait4me
    Registered Users, Registered Users 2 Posts: 2,056 ✭✭✭


    Anybody waiting on a EU Digital Covid certificate (DCC) may like to read about my long frustrating wait. 

    I was vaccinated in March and got my second jab in April. I started calling the HSE digital COVID certificate call centre, about a week after it opened, tried on a number of occasions but hung-up after waiting from 45 mins to one hour each time. 

    I first got through to the hotline on August 5 after spending 1 hour and 37 minutes waiting.  I supplied all the information required; advised the hotline operator/consultant that I was travelling August 18 and was told that I should receive my certificate after about 5 working days. 

    Since then every time I checked on the digital portal, a banner told me -  

    ”We have successfully matched your information to an ongoing case in our system. Your certificate is currently being processed and should be with you within the next 5 working days. Thanks for your patience”. 

    Now I am a patient person but with upcoming travel, patience slowly gets replaced with anxiety. So I called on August 11 (1 Hour 40 wait) ; got “yes we have all your details”, please wait - you will have the DCC on time.  Called again on August 12 and 13 (3 hours and 37 minutes total wait) and again yesterday (I hour 47 wait) where I got the same story. I asked at this stage that my case be passed to a supervisor which the operator said she would do. 

    This morning I still had the same banner message (now 8 and a bit working days later) so I called again. After a a wait of 1 hour and 46 minutes the operator asked if I had supplied my passport as identity?  This was something new that had not been up to now communicated to me. I was given an email address to send a pic of my passport which I did while the operator was on the line.  I asked was the email received and the operator said that he would not be able to see. As the passport pic was a big sized jpeg file, I resent it as a smaller resized attachment – just in case AND the operator said that I now should receive my DCC within 5 days. 

    The problem with the Hotline appears to be it’s a one-sided conversation which is always started by the applicant. The applicant does not know at any stage the next step required and must call the call centre, wait an extraordinary amount of time and tie up the telephone lines for all other enquirers. I heard there are 55 operators dealing with 40,000 cases and I am sorry for them having to deal with probably very irate customers. If somebody had called me (mobile number supplied August 5); or emailed me (email address supplied August) and informed me of the next steps required it might have helped me; stopped me from constantly calling and somewhat eased demand on the hot-line. But no, 

    As I pen this, I am on hold the past 45 minutes just to check that my passport pic has been received. And still I don’t know when I will get my DCC 

     



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