Underpayment wrong

mandyZ

hello everyone,

My daughter had a letter mid April about an underpayment. (A lot of money) The letter made no sense whatsoever, even the dates were ridiculous, underpayment from June 24 to April 24?! It mentions carers allowance but doesn’t explain anything about it at all.
anyway, she left a message asking for someone to explain as it didn’t make sense, no reply. 7 messages later and still nothing!

This months statement was also wrong so she commented before it was paid to ask for an explanation as it was wrong, obviously no reply, now she’s been paid more money than she should have been, taking off only a small amount of CA rather than all of it.

She has kept all the money separate but how is this supposed to be sorted out if they won’t reply?

Thank you for any help.

Holly_Scope

That sounds very frustrating @mandyZ. Is this message on her journal? I wonder if it's worth trying another route through. Have you tried calling? I've added the contact info below for ease:

Contact Universal Credit

You can contact Universal Credit:

• through your online account
• by calling the Universal Credit helpline

Universal Credit helpline
Telephone: 0800 328 5644
Textphone: 0800 328 1344
Relay UK (if you cannot hear or speak on the phone): 18001 then 0800 328 5644
British Sign Language (BSL) video relay service if you’re on a computer - find out how to use the service on mobile or tablet
Welsh language: 0800 328 1744
Monday to Friday, 8am to 6pm
Find out about call charges

mandyZ

hi Holly,

Oh yes sorry I forgot to say it was on her journal. The people on the phone said they couldn’t help and to leave a message on her journal, she said she had left many messages but has not got a response, they said someone will get back to her sometime, so helpful!

Holly_Scope

That's very annoying! If you don't hear back soon, I'd look at raising an escalation. Fingers crossed you don't have to do that though!

mandyZ

I did a complaint on the gov website a couple/few days ago, I had to do this for myself last year and within 2 days I had a response on my journal but not this time.

it’s just all so stressful and unnecessary. She wants to pay them the money back but no one will even reply let alone sort this and she’s worried that when she does eventually get round to being able to do this that they’ll try and also take it out of her monthly money, seeing as they’re clearly not good at record keeping and I wouldn’t put it past them.
There was no need for any of this, they’ve just made a massive mistake and now it’s just going to drag on and on, we both suffer from extreme anxiety and this is really not helping!

Thanks for your replies, much appreciated.