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Had my telephone call from capita

geranicrete11geranicrete11 Member Posts: 4 Listener
edited August 2020 in PIP, DLA and AA
Hi guys.
Had my telephone call from capita and was on the phone for nearly two hours. I could not hear the guy he was mumbling. 
I felt totally degraded and he spoke to me like I was stupid.
He kept trying to trick me all the whole time.
He kept going back to the same question and confusing me.
He was not interested in anything I had to say about my problems. 
Ended up being a nervous reck.

Replies

  • steve51steve51 Member Posts: 7,175 Disability Gamechanger
    Hi @geranicrete11

    Good Evening & Welcome it’s great to meet you today.

    I am one of a team of Community Champion’s here at Scope.

    Sorry to hear about your pip  capita phone call.

    We have got a member who is very very good with Benefits.

    I will forward your post onto her.

    Hi @poppy123456

    Can Yes please offer me some help/advice with this new post???

    @steve51
  • poppy123456poppy123456 Member Posts: 22,218 Disability Gamechanger
    HI and welcome,

    I'm sorry to hear you found the assessment very difficult. Unfortunately, it's all part of the assessment process. They need to ask you those questions so they can get the full picture of how you're conditions affect your daily life. The time to tell them as much as possible was when filling out the form, the assessment is just for any extra information that's needed.

    Not sure what benefit this is for but either way, if you live in the UK then wait about a week then ring DWP to request a copy of the assessment report to be sent to you, this will give you some idea what the decision is likely to be because they mostly go with the report.


    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • chiariedschiarieds Member Posts: 7,891 Disability Gamechanger
    Hi @geranicrete11 - & welcome to the community. Was this an assessment for PIP? It must have been difficult as he was mumbling, however, they often ask questions which you feel they've already asked, but in a different way, trying to find out more, or going back & checking on what you've said.
    Mine was a face to face assessment, but, having answered how far I could walk without difficulty (& having already said I was pain the moment I was upright), got asked if I could walk to the end of the road, & then when my son said he took me to any Drs appointments, how far was it from my front door to his car parked outside (less than 3 metres). They're not exactly trying to 'trick' you, tho I'm sure it might have felt like it at the time.
    Try not to be down-hearted, the fact your assessment was quite long may hopefully mean he was actually trying to ensure he understood your problems.
    If this was for PIP, you can ring the DWP (tel: 0800 121 4433) & ask for a copy of the assessor's report in about a weeks time. This will give you an indication about any possible award, as the DWP Decision Maker usually goes along with this. You would still have to wait for your actual decision letter tho to confirm this.
    Let us all know how you get on once you've got a copy of the assessor's report as others here will advise further. For now, try & relax; at least your assessment is over. :)
  • geranicrete11geranicrete11 Member Posts: 4 Listener
    Hi poppy123456.
    I fully understand they have to ask you questions, but he spoke to me very aggressive not taking into any accounts of my complex problems. 
    I told him I could not hear him. I am not deaf he was to quick and mumbling. 
    .
    Told me he was not interested in my condition say yes or no he said.
    I have been on DLA for six years and had assessments at home no problem. 
    Trying to catch someone out is terrible we are only asking for help if we are entitled to it.. nothing more.
    Thanks poppy 

  • Ross_ScopeRoss_Scope Posts: 3,091

    Scope community team

    Hi @geranicrete11

    Welcome to the online community, I hope you're well. 

    Sorry to hear you had a negative experience during your call with the assessor, if you want to make a complaint about the service you received you can find information about how to do that here.

    As mentioned above, you can wait a week or so and request a copy of the report and then when you get the decision, which can take about 12 weeks, you can appeal the outcome if you disagree with it.

    Online Community Coordinator
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  • janer1967janer1967 Member Posts: 9,083 Disability Gamechanger
    Hi and welcome to the community, unfortunately this is what an assessment is like but I agree the more you put on the form in the first place the less they need to ask.

    In my last review I put t down at least 2 examples for each descriptor of how I am affected if I try to do the task or if I couldnt do it why not

    All they did was call me to ask few questions no assessment and I was awarded

    It may seem like they are trying to catch you out but unfortunately there are a lot of people who try to claim but are not rightfully entitled 
  • geranicrete11geranicrete11 Member Posts: 4 Listener
    I have been getting pip for years never ever been treated like this ever.
    I have multiple problems which are severe... don't need catching out sent all my medical letters in. Even told him I was going in to surgery Friday for another operation.  During cov19.
    I know some people try to claim.  But don't class us all the same.
  • janer1967janer1967 Member Posts: 9,083 Disability Gamechanger
    I dont class all the same just explaining why they need to question 

    I am also disabled and claim PIP so fully understand 

    It wasnt directed at you or anyone else just reasoning why they question during assessment 

    Good luck with your claim and hope the operation goes well 


  • mikehughescqmikehughescq Member Posts: 5,916 Disability Gamechanger
    Hi guys.
    Had my telephone call from capita and was on the phone for nearly two hours. I could not hear the guy he was mumbling. 
    I felt totally degraded and he spoke to me like I was stupid.
    He kept trying to trick me all the whole time.
    He kept going back to the same question and confusing me.
    He was not interested in anything I had to say about my problems. 
    Ended up being a nervous reck.
    Unfortunately most people misunderstand that the HCP is not there to listen to you. They have a set of questions for you to answer derived from the regs and your claim pack. Whilst mumbling isn’t acceptable there’s nothing wrong with pointing out that someone is mumbling and asking them to speak up before continuing. The other side of that of course is that he was probably talking to you like you were stupid because from his perspective your mishearing him may have meant you weren’t quite answering what he was asking. 

    Similarly he’s coming back to the same questions perhaps because either you may not have heard him or because you’re trying to say stat you want to say rather than answering the questions. 

    It’s important to understand there are always two sides to these things but also that there are no trick questions. I can guarantee that they are well aimed and directly linked to the descriptors. People who think there are trick questions generally spend too long on Facebook. 
  • geranicrete11geranicrete11 Member Posts: 4 Listener
    OK I did tell him lots of time that I could not hear him. He was mumbling and kept dropping his ear piece!!!!
    I know he is only going from my detailed form and totally get that as I say I am an educated person and don't spend time on Facebook as you quoted.
    Why should a person with disabilities be treated in that manner!!! Sorry it's unacceptable by any means.
    You would have to be stupid to not realise they are not trained doctors and don't even look at your medical letters.
    Company decency and respect does not cost anything.

  • poppy123456poppy123456 Member Posts: 22,218 Disability Gamechanger
    It's not clear whether this is a first time PIP claim transfering from DLA or whether it's a review for an existing PIP award. In one comment you say you've been claiming DLA for 6 years and in another comment you say you've been claiming PIP for years.

    Either way, there's nothing more you can do right now until the decision's been made, other than request a copy of the report, if you live in the UK.

    Once the decision's been made, if you're not happy then you'll have 1 month from that date to request the |Mandatory Reconsideration.
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
  • mikehughescqmikehughescq Member Posts: 5,916 Disability Gamechanger

    You would have to be stupid to not realise they are not trained doctors and don't even look at your medical letters.

    Doctors are not required as this is not a medical. It’s an assessment of functtinal impairment. 
  • cupcake88cupcake88 Member Posts: 873 Pioneering
    Hi I had my pip assessment just over a week and im
    also waiting for the outcome . I was really panicked on the day and after but I have started to relax bout it now . My nurse called me yesterday and made me feel bit better bout my pip she said it’s some thing I need and quite rightly should have and she said if I don’t get awarded she will help me with the MR so that’s positive to here . Just see it like this if it’s a no then look forward to the loads of back pay you will edventually get . Even tho some people do have to appeal I like to think that people who are entitled to it do get it in the end . 

    I’m nervous as well don’t get Me wrong but I just feel bit better bout it now . Hopefully I don’t have a 8 week wait but if so it’s in time for Xmas . 
  • CressidaCressida Member Posts: 770 Pioneering
    I cannot believe someone has flagged @chiarieds very helpful post. :o

  • chiariedschiarieds Member Posts: 7,891 Disability Gamechanger
    Thank you @Cressida - it seems that the Scope team have managed to 'undo' this I've just noticed, so all is well. :)
  • cupcake88cupcake88 Member Posts: 873 Pioneering
    It just seems to be lately people just don’t seem to appreciate helpful posts . I understand when your stressed out and have worries you stress more and panic and you want to hear what you want to hear but the facts are the facts .

    of course there are people like my self who appreciate every ones opinions and comments but I think flagging things up and reporting as spam is just a waste of time . We all are here to support each other threw our daily challenges I really don’t think there’s any need for reporting posts because you don’t like it . 

    I’m so grateful for the practical Advice and the supportive advice .   


  • chiariedschiarieds Member Posts: 7,891 Disability Gamechanger
    Thank you too @cupcake88 - you have made me feel supported recently with your kind posts. The spams I received have been removed from both threads, which is great. :)
  • cupcake88cupcake88 Member Posts: 873 Pioneering
    I’m just on hold to pip hopefully I’ll get a call agent who will send me my report out or even tell me over the phone if I’m lucky who knows . 
  • poppy123456poppy123456 Member Posts: 22,218 Disability Gamechanger
    chiarieds said:
    Thank you too @cupcake88 - you have made me feel supported recently with your kind posts. The spams I received have been removed from both threads, which is great. :)

    Good to see that the "spam" button has now been completely removed. Thanks to admin for this!
    Community champion and proud winner of the 2019 empowering others award. This award was given for supporting disabled people and their families for the benefit advice i have given to members here on the community.
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