Hi, my name is Nefer! Why aren't we informed if we'll get ESA late due to claim being rebuilt?

Nefer

I was expecting an ESA payment today which didn't arrive, I called them to enquire as to what was happening...to be told that my claim was being rebuilt. 
I have read others complaints on this and the replies they received which has been a great help.
My question is though, if they know this is happening, why don't they inform us, so we have a chance to budget or at least be aware of the situation?
Why does the system wait for us to call them in a panic to inform us this is happening?
We are expected to inform them immediately of any changes, why are they not expected to do the same for us?
This has caused me so much extra stress in an already difficult time.

janer1967

Hi and welcome 

Sorry to hear of your problems with your esa . I agree with what you are saying but don't know if it will ever be an issue they rectify 

niknoo

What does being “rebuilt” mean? I’ve never heard of the before. Xx 

janer1967

It means there has been a problem on their system with the 9ersibs claim si they have to reenter all the details 

Ross_Alumni

Hello @Nefer and welcome to the community, glad you've joined us.

Very valid point, I think there does need to be better communication to claimants, which will help to reduce situations where something ends up making somebody really worried.

Hopefully everything gets resolved for you soon.