At my wit's end

trb10

So I got my UC statement last week and they have deducted ESA from the amount.  I wrote on my journal that I don't get ESA so why has it been deducted?  Was told I needed to contact ESA.  Contacted them, they said I don't get ESA and would contact UC immediately to confirm this.

Fast forward a week and UC are still saying I am showing as in receipt of ESA.  Phoned up again and am told I'll get a call back within 3hrs.  24 hrs later, still no call, so call up again, empty apologies and told I will definitely be called back today within 3 hrs. 

That 3 hr deadline has now passed and I can't get anyone to understand that I am in dire straits as I haven't received the UC I should have but no-one from either UC or ESA seems to want to sort it.  I asked to make a formal complaint this morning and was told I needed to wait for a manager to call, which needless to say hasn't happened.

I just don't know what to do.

poppy123456

You can contact your local MP who will hopefully contact them to sort this out for you. Usually an MP will get them shited. https://www.parliament.uk/get-involved/contact-an-mp-or-lord/contact-your-mp/

You will need to make sure you tell them exactly what's happened and ask if they can help you.

trb10

Sadly my MP is totally useless and won't engage with DWP problems

poppy123456

Then try putting a message under "service issues" then hopefully a case manager will see it. Just as an after thought are you claiming UC with a partner that claims ESA?

trb10

No it's a single claim.

perdita

Hi, sorry to hear about the difficulties you are having. Seems we are in a similar situation but at different end of the spectrum. You are trying to get them to accept that you no longer receive ESA and I am trying to convince them  that I do and I am in 5he support Group. It seems outrageous that two departments can't  speak easily to one another. Hope you get this resolved quickly.
Take care 
Helen

trb10

I know, it's utterly mad!  I can't believe they don't have internal phone numbers or email addresses to resolve this.  All I ever get from UC is that ESA is showing in payment so *I* need to sort it out.  I asked why they couldn't communicate directly to resolve it and was met with "it's your responsibility"  I was promised a call back by 5pm today with a resolution.......No prizes for guessing whether I have been called or not

perdita

Mmmm of course not. Let us know how you get on and when you get a resolution 

Alex_Alumni

I'm sorry to hear all about this @trb10 it creates a lot of stress and anxiety, hopefully next week you'll be contacted and be able to sort this. Wishing you the best in the meantime

trb10

Thank you.  I will update you when I have any more info

L_Volunteer

Good luck @trb10. Please also let us know if there's anything we can do to support you in the meantime 

trb10

So just to update those that are interested......I eventually got a call yesterday from someone at ESA who was adamant that there was no live case so had no idea why UC were deducting it from my payment. I suggested he call them to sort it out to which I was told, and I am not kidding, "We're not allowed to phone colleagues"  He then looked through various different screens and because I have an appeal for an ESA claim which has been closed and is still closed, he thought that must be what is causing the problem.

In his defence, he called me back later that afternoon to say he had emailed UC to explain I had never received any ESA since my UC application so no money should be deducted and he had had a reply from them just saying "ok" apparently.  Fast forward 30 mins from that and I have a journal entry in my UC account saying they need to look into this and it has been escalated to the ESA team but there is no timescale for a resolution!!  I give up.

Alex_Alumni

I'm sorry this is such a headache for you @trb10 it really feels unfair when you are the one doing all the chasing for something which isn't your fault! 

I hope there's a resolution soon for you, fingers crossed

trb10

Well I finally had a letter in my journal to say that a claim for ESA had been incorrectly reported and they will now pay the difference that I am owed by Tuesday.  Hopefully that is now resolved going forwards!

Alex_Alumni

Oh let's hope so @trb10, then it can be done and dusted Hope you can enjoy the weekend in the meantime!