Frustration with DWP — Scope | Disability forum
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Frustration with DWP

Merv1977
Merv1977 Community member Posts: 4 Listener
I won my appeal for PIP last week I called to see when the back dated payment will be made (19 months both PIP lower rate and mobility lower rate) because Christmas is coming and I would like to make this year special for not only myself but my son 15 as I was homeless last Christmas.

As I said I called last week and was informed my payment would be in the next week after answering the questions, its been a week so I called back only to be informed that the have not got to mine yet and it would be another 3-5 working days till they get to it and a payment would be in the 2 weeks after that which taking the longest time line is after Christmas day.

Its frustrating and just adds to the problems, people will ask when did you win your appeal as they normally pay upto 8 weeks after, after following advice here on a another thread I actually called then just over a week after the judgment, my issue is not that it could take 8 weeks ( well yes I suppose it should never take that long after judgment) its the fact last week I was told I would get the payment in the next week, why say that if you dont know just say I cant give a timeline at this time call back in a week to see if there is an update.

Comments

  • Jimm_Scope
    Jimm_Scope Posts: 2,361 Scope online community team
    Hi @Merv1977, first of all I'm glad you got your award. It's a long and difficult journey, and with the rest of your story I can't imagine how tough it has been. You definitely deserve a special christmas after everything that has happened.

    As to why you were told incorrect information, I can't answer that definitively but I can imagine what has happened. The people on the phones are just call-centre workers, they often don't have full access to all the information and are just trained to deal with certain processes.
    Having worked in call centres myself (not for the DWP though), it wasn't uncommon for people to just say what the person calling wanted to hear even if it wasn't true. It's certainly frustrating as the caller to realise you've been told false information.

    It was also frustrating to me as a call handler, because that caller will come back and be very upset they've been told the wrong information. Obviously less frustrating that being lied to though. Often I would have to deal with the anger for an action I didn't, and wouldn't, do.

    I hope you get the money soon. When my parents had to move to London for work in November of '99 they postponed Christmas till the end January (as they weren't getting paid till Jauary). We just celebrated in January like we would in December. Would that be possible? Make a very special late Christmas?
    They/Them, however they are no wrong pronouns with me so whatever you feel most comfortable with
    Online Community Specialist

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  • poppy123456
    poppy123456 Community member Posts: 52,406 Disability Gamechanger
    When you ring the call centre, very often they will tell you what you want to hear, rather than the facts. They don't always make payment as soon as you've answered the hosptial or prison questions. Sometimes it can be a few weeks later. When having a Tribunal decision so close to Christmas, there's always a chance you may not receive what's owed in time for christmas. The last payment date into your bank before christmas will be Friday 22nd December. If payment is sent no later than the beginning of that week then there's a chance you will receive it in time.
    I would appreciate it if members wouldn't tag me please. I have all notifcations turned off and wouldn't want a member thinking i'm being rude by not replying.
    If i see a question that i know the answer to i will try my best to help.
  • Merv1977
    Merv1977 Community member Posts: 4 Listener
    Hi @Merv1977, first of all I'm glad you got your award. It's a long and difficult journey, and with the rest of your story I can't imagine how tough it has been. You definitely deserve a special christmas after everything that has happened.

    As to why you were told incorrect information, I can't answer that definitively but I can imagine what has happened. The people on the phones are just call-centre workers, they often don't have full access to all the information and are just trained to deal with certain processes.
    Having worked in call centres myself (not for the DWP though), it wasn't uncommon for people to just say what the person calling wanted to hear even if it wasn't true. It's certainly frustrating as the caller to realise you've been told false information.

    It was also frustrating to me as a call handler, because that caller will come back and be very upset they've been told the wrong information. Obviously less frustrating that being lied to though. Often I would have to deal with the anger for an action I didn't, and wouldn't, do.

    I hope you get the money soon. When my parents had to move to London for work in November of '99 they postponed Christmas till the end January (as they weren't getting paid till Jauary). We just celebrated in January like we would in December. Would that be possible? Make a very special late Christmas?
    Its not something I would like to do beacuse we had a late chirstmas in 2018 after my father passed away just before Christmas.

    I suppose this is partly my fault last week being told I would be getting my money in a week I stupidly told my sin we can have a great Christmas and splurge a little, my son is autistic and when I was homeless this was hard on him because he requires routine and he makes lists to help him organise his daily life, upon being told I would be getting money he didn't say I want this present or that he is not that type of child he told us ages ago what he wants from everyone back at the end of June from me he wanted comics and graphic novels which I already have.

    What he did was made a list of what we would be having food wise and treats which I dont mind but the list he made was rather large lol he also said he would like more board games to add to our collection so we can play something new.

    I know it does not sound much but when you income is limited beacuse you can work often struggle to even get out of bed, spare money for treats is not something I can stretch to normally beyond just a limited selection.

    Regardless this year will be better beacuse he can be with me Christmas day and we can spend time together which is the most important.

    Thanks for the replies 

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