ESA stopped due to me being on 'holiday'. Been told to call for compliance, but can't get through

sanam

Hello, I went abroad december for a family death initially for only 14 days. I get esa. Unfortunately I caught covid here and was extremely unwell and hospitalized. My family tried calling esa to inform them but every time they called the line would get cut off automatically! I was very ill and now suffering from long covid and heart palpitations with brain fog. And now the country I am in is on red list and my flight has been canceled numerous times. My sister opens my letters in the UK and told me esa has been stopped because i have been on “holiday” since december. I called esa and couldn’t get through, the line kept getting cuttoff. I then kept trying for the next 6 hours and finally someone answered. They said i have to call someone from the compliance team. They gave me a number. I called that number for 3 weeks everyday but there was no answer. Then i called esa again after trying for 7 hours! They gave me another number to call for compiance. I called and the lady said person is not availble and i can give my email address and he will be in touch.

I am absolutely having a mental break down. I am so unwell with all this... and being stuck in another country I have had numerous panick attacks becuase i couldn’t get through to esa or the complaince person. I am so worried, its not my fault that esa would never pick there phone! I am physically and mentally exhausted from covid and now this. I am so scared ???? please any words of advice?

sanam

@woodbine thank you! I hope someone has an idea?

JustJulie

Can I suggest that you get medical proof of illness from the country you are in and request that your UK GP is sent a copy. then ask your GP to write a letter stating the facts as to what's happened.  If you then contact compliance (the only way I find to get through is be the first caller 9am UK time) and explain you have all the evidence and can you mail to them or send to your Sister to forward.   If you cannot call first thing, then I advise don't bother, wait until you can.  Thereafter you can then go through a complaints procedure but I am guessing when they know what has happened they will be pragmatic and allow you further time etc.  Hope you are now on the mend and get sorted 

Julie 

sanam

@JustJulie thank you for the advice yes i have evidence of all my hospital stays and thanks will definitely try in the morning 9am. Thanks once again

JustJulie

No problems let us know how you get on.  If you have medical proof then they will ask to see that and want an appointment to talk with you, but I think that is usually 4-6 weeks after receiving information, and as far as I know they will phone you on whatever number you request.  If you are still abroad then they will have to call you there.  Good luck 

sanam

@JustJulie thank you! I’m suffering from long covid too, Having weird panic attacks and heart palpitations. I don’t even care if they don’t reinstate the money because this has stressed me out so much. I’m just scared of being investigated for fraud, i've never been in such a problem before and always go by the book. Just want my name to be cleared?Thanks for hearing me out x

Tori_Scope

Are you receiving any support for your mental health, or your long COVID symptoms @sanam? I'm sorry this is causing you so much stress. 

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Waylay

Hi there,

I also got stuck in a foreign country after going there due to a death in the family. I managed to contact ESA before the 28 days had passed, and didn't lose it. I did lose PIP, HB and CTR. The ESA person I talked to said they didn't require proof. She said they were making allowances due to the pandemic. Dunno if that helps at all...