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I can't believe this!

tommy2k17

I have set up an alternative format with the DWP which means I now communicate with them via email re my PIP form. I asked for an extension and they granted it until the 10 May. Last Monday (17 March!) I got an email saying my PIP is being stopped because I didn't get my form in on time! I rang them and they apologised for the 'miscommunication' but said I won't get my PIP reinstated until they receive the form, this despite the money going into my account on Friday (21 March)!.

Despite the extension, I emailed the form to format.pip@dwp.gov.uk on Wednesday (19 March) at 6.40pm. No auto-acknowledgment by Friday, so I rang them again. They said they haven't received it! What I can't understand is why they sent my deadline extension from that email address and I could reply to that email to that email address?! Has anyone else experienced this lack of competence?!!

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Holly_Alumni

Hi @tommy2k17 blimey, that's really terrible. Did they give you an alternative email to send the form to when you called them? And any idea of when they'll re-instate? So sorry you've had to go through all of this… I feel frustrated for you!

tommy2k17

Nope, they said the format.pip@dwp.gov.uk is correct! My friend who is training to be a solicitor, said I should record the conversation next time I phone them, and say I shall take legal action citing emotional distress!

They said they would reinstate when they get the form.

They also said (and this is laughable!) that if the worst comes to the worst, print the form out and send it by post! I thought doesn't that defeat the object of setting up email as an alternate format?!!

tommy2k17

Yes, about 4 times!

tommy2k17

https://forum.scope.org.uk/discussion/comment/1005872#Comment_1005872

Thankyou

Holly_Alumni

@tommy2k17 Your solicitors probably already told you, but just in case thought I'd mention you'll need to gain their permission to record before doing so or you won't be able to use the recording. 🙂

Please keep us updated with how things progress. Fingers crossed it gets sorted for you asap!

tommy2k17

I have emailed them AGAIN saying that I have sent the documents to format.pip@dwp.gov.uk (bit with no attachments, just to let them know, and they haven't replied yet (I sent the email yesterday afternoon.) Should I wait a bit?

If they still claim they still haven't received it, am I within my rights to say I am going to proceed with legal action, or will that affect my benefits?

Holly_Alumni

Morning @tommy2k17, I think it's probably best to follow the complaint process within DWP first as if you were to begin legal proceedings, they'd probably argue you should have done that. I can imagine it's very frustrating but probably a step that you'll need to take before any further escalation. It might take them a little time to receive and process what you've sent. Fingers crossed they confirm back to you soon so you can put this to bed. ☺️

tommy2k17

They phoned me on Wednesday afternoon to say they had received it.

Then I get an email on Thursday to say my pip will be stopped at the end of July, so I rang them up again, they apologised and asked me to ignore it. Apparently, that's a standard letter everybody gets sent (or so I am told, but i don't understand why!)

I did say to them that it is stressing me out, all this. They just apologised, again!