Waiting a long time to get through to the DWP (ESA) on the phone

ESABenefitsUK123
ESABenefitsUK123 Online Community Member Posts: 107 Contributor
in Employment and Support Allowance (ESA)

I am currently waiting to speak to an agent from the DWP, regarding ESA. I rang at 2:15pm, and it's now 4:05pm, and still no response..

There is annoying looped music, a voice constantly telling you that "we know you are waiting", and no queue position number. Also, no call back option either, which would be very helpful.

I am wondering if their phone system is faulty, and I am stuck in a queue that won't be answered. At what point should I give up, and start over again? 60 minutes, perhaps?

I think it's unreasonable of the DWP to request that you contact them straight away, if a change in circumstances has occured, and for it to be this awkward to get in touch with them. (A secure messaging system would be helpful, like banks etc use.)

Comments

  • ESABenefitsUK123
    ESABenefitsUK123 Online Community Member Posts: 107 Contributor

    Update. I gave up. I re-rang the number, and was immediately given a recorded messaging saying that the service is unavailable.

    So, it looks like their phone service isn't working properly. Again, I might add, as this has recently happened before.

  • Rosie_Scope
    Rosie_Scope Posts: 6,558 Scope Online Community Coordinator

    Hi @ESABenefitsUK123, sorry you've had trouble getting through. I have to say, you're not the first person to mention that it's taken a long time to get through today. There must be something going on with their lines.

    Hopefully whatever it is clears up soon as I know many people will be feeling stressed out trying to get through.

  • Tzannath
    Tzannath Online Community Member Posts: 2 Listener

    DWP is just generally 3rd class. I applied for my state pension in June 2023 with an online application. Following day I received a text saying it was DWP and to phone them. They wanted my NI no and then my bank details. I said no to the bank details as we are told not to give financial details over the phone. They told me they needed it to verify myself. I told them it was on my online application. Their response was we can't view it only the pension centre can. A couple of long pauses from them. I told them to tell the pension centre to call me. No response, no phone calls. Latest information its because I bank with a building society. I have no inclination to phone them but know I have to do it. So many scams going around its difficult to know whether this is the genuine DWP department or a scam.

    Received another 2 texts from DWP a few weeks later. It clearly states on the website they do not ask for bank details over the phone.

  • ESABenefitsUK123
    ESABenefitsUK123 Online Community Member Posts: 107 Contributor

    I tried phoning again this morning. It took 62 minutes to get through. I phoned at 8:02 am, and got through at 9:04 am.

  • Rosie_Scope
    Rosie_Scope Posts: 6,558 Scope Online Community Coordinator

    That's a long wait @ESABenefitsUK123! Did you manage to get what you needed from the phone call?

  • biscuithead0
    biscuithead0 Online Community Member Posts: 11 Listener

    i tried ringing them yesterday 29/5 and i waited 2 hours until i finally got through

  • ESABenefitsUK123
    ESABenefitsUK123 Online Community Member Posts: 107 Contributor
    https://forum.scope.org.uk/discussion/comment/1032819#Comment_1032819

    Thankfully, yes.

    Incidentally, just to add to the "story" -

    They sent me a letter, asking me to submit bank statements. The thing is, their deadline was unrealistic, and unreasonable, because by the time I received their letter, I had 6 days left in which to meet their deadline. The problem with that was their pre-paid envelope was 2nd class, and it took me a while to get a covering letter done, and the bank statements printed out.

    In the end, because their letter contained a threat of a civil penalty of £50, plus my benefits being stopped if I didn't provide all of the information that they asked for within the deadline time, I had to fork out £9.80 to send the information to them by next day delivery. This meant that I got my letter and information to them one day before the deadline, as it took that long to gather everything together.

    Thankfully, they were happy with everything that I sent to them, and no penalty or benefits cessation occured.

    BTW, I have recently received a migration notice to switch me over from ESA (Old style, Support group), to UC. Hopefully, this will mean that future notification of changes to circumstances can be done online, and I won't get tangled up in their slow/buggy phone system, and bogged down with printing out paper copies of things and sending them through the post. Hopefully, this can all be done online, and things will be easier. Hopefully! ;)

  • Rosie_Scope
    Rosie_Scope Posts: 6,558 Scope Online Community Coordinator

    What a pain! Fingers crossed your UC journey is a bit more efficient @ESABenefitsUK123!

  • Angelina8
    Angelina8 Online Community Member Posts: 3 Listener

    I've rung them 3 times over the last few weeks and each time it has taken over 90 mins to answer.

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