ESA to UC Migration not being paid

fnd_fibro_ed
fnd_fibro_ed Community member Posts: 16 Listener
in Universal Credit (UC)

hello I’m in the ESA support group and started the uc migration process 5-6 weeks ago and should have been paid yesterday, but haven’t. The only way you can communicate is through the online journal and my questions have remained unanswered. When you call the helpline they can’t tell you why you haven’t been paid, they just ask a case manager to call you, which they don’t. I was told that because I’m in the support group I haven’t got a dedicated work coach. Is this happening to anyone else?

Comments

  • Morgan_Scope
    Morgan_Scope Posts: 256 Online Community Team

    Good morning @fnd_fibro_ed

    Did you receive a statement from UC showing how much you should have been paid?

  • fnd_fibro_ed
    fnd_fibro_ed Community member Posts: 16 Listener

    hello, no not even a statement. I’ve done my commitments etc. I did start a part-time online course with the open university so I’ve uploaded evidence 3 times to show that I’m not receiving a maintenance loan or bursary etc also. They are just not responding. My wife keeps ringing the help line and they say we’ll escalate your case but all that does is give the dwp more time to answer/pay us by a deadline, which they haven’t. They hadn’t responded on by last Wednesday, we were due to be paid on Thursday but hadn’t even received the statement yet, my wife rang the helpline and they escalated with a deadline to respond by 6.00 pm on Thursday, but they didn’t. So my wife rang yesterday, and another escalation to respond by 6.00 pm, which they didn’t. The working hours are only mon-fri 8-6.00 pm. It is extremely frustrating, worrying and annoying.

  • markwilliams12345
    markwilliams12345 Community member Posts: 16 Connected

    ask to speak with the manager.

  • Meg24
    Meg24 Community member Posts: 362 Trailblazing

    I gather there is a way.to communicate via the journal that gets it sent to a manager, hopefully someone will know for you. Otherwise can you ring the CAB? They are supposedly being funded by government to help with things like this.

  • fnd_fibro_ed
    fnd_fibro_ed Community member Posts: 16 Listener

    thanks, my wife has tried to speak to a manager but keeps being told that they can’t put her through to anyone. Do you mean the citizens advice?

  • poppy123456
    poppy123456 Community member Posts: 61,437 Championing

    Is there anything on your "to do list?" this can affect your payment if there is. If not then put a message onto your journal under "service issues" and hopefully a case manager will see that and contact you.

    The helpline is hopeless to be honest because they can't really do anymore than you can.

    CAB is Citizens Advice.

  • Morgan_Scope
    Morgan_Scope Posts: 256 Online Community Team

    @fnd_fibro_ed, I hope they're able to resolve this for you today. When adding notes to your journal, as @poppy123456 mentioned try and use the 'service issues' or 'about a payment' options as these should go directly to your case manager.

    As your payment date has past, add a note to your journal via one of these options, asking to make a complaint.

  • fnd_fibro_ed
    fnd_fibro_ed Community member Posts: 16 Listener

    thanks, I have messaged again yesterday via service issues. Nothing so far

  • poppy123456
    poppy123456 Community member Posts: 61,437 Championing

    If you don't have a response soon then I'd advise you to contact your local MP. Tell them what's happened and they will hopefully contact UC on your behalf.

    https://www.parliament.uk/get-involved/contact-an-mp-or-lord/contact-your-mp/

  • fnd_fibro_ed
    fnd_fibro_ed Community member Posts: 16 Listener

    yes that’ll be our next course of action if nothing happens

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