Remaining politically neutral during General Election 2024


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

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Nefer
Nefer Community member Posts: 1 Listener
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.


Comments

  • janer1967
    janer1967 Community member Posts: 21,964 Disability Gamechanger
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    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
    niknoo Community member Posts: 46 Connected
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    What does being “rebuilt” mean? I’ve never heard of the before. Xx 
  • janer1967
    janer1967 Community member Posts: 21,964 Disability Gamechanger
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    It means there has been a problem on their system with the 9ersibs claim si they have to reenter all the details 
  • Ross_Alumni
    Ross_Alumni Scope alumni Posts: 7,650 Disability Gamechanger
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    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.
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