For the benefit of others who may run into same problem as I had.
I was booking an appointment for Premium Service to file an ILR application. Went through the 5 of the 6 steps on the apply.ukba.homeoffice.gov.uk website. The 5th one is where they take the monies via your card (done through a provider called worldpay - thus, you are hoping from the Homeoffice website to Worldpay's site). All the steps until this went successfully and I got a response back from Worldpay with a UKV&I Reference number (note the change in name - Ms. May split UKBA into two and UK Visa & Immigration handles this now).
However, it seems that the apply.ukba.homeoffice.gov.uk site went 'down' just before the last step could be completed. The last Step #6 is when the system gives you a confirmation page with fixed appointment details.
Quick check revealed that the apply.ukba...uk website was actually down - just my luck. Fortunately, I had take a screenshot of the site which showed payment confirmation. Also, had received an email from Worldpay with all details.
I sent an email to
and to
immediately; with the screenshot and pdf of the worldpay email (this was on a Friday evening).
On Monday, I got a response from the 'E-support' email that they have fwd my query to Premium Support Centre and I should hear back soon.
Furthermore - logging back into the ukba website did not show this under the 'My Transaction' tab (access this using top-right my account link after loggin in).
By Thursday, I was getting a little anxious. So I called up the Contact Centre on 0300 123 2241. They were totally useless. Couldn't give any guidance. The girl on the phone; after giving me canned responses probably went to speak with a bigger fish. then came back and told me wait for 5 working days before contacting them again. Of course, she did not have any answer to 'what additionally can she do after 5 working days'.
I sent another email to both the email addresses right after this call - this time including the fact that the payment has been taken from my card; mentioning the fact that why i need to apply in person - as freelancer can't give my passport for prolonged period and need to travel for work.
Fortunately, got a call next day - it was from the 'Refunds team'. the lady confirmed the appointment for the desired time & date. She then sent me an confirmation email as well. The refunds team address is (this was in the mail signature):
Premium Services Croydon
Refunds Team
40 Wellesley Road
Croydon
CR9 2BY
ciao.
vand3.