Hi, my name is _Chaotic4_4gardener_! Rude UC staff, need help with call

_Chaotic4_4gardener_
_Chaotic4_4gardener_ Community Member Posts: 5 Listener
edited April 19 in Universal Credit (UC)

I had a UC review, I had trouble uploading documents. I spoke to a seriously unhelpful man at UC to request some help. He was extremely rude, kept telling me to stop talking and that he understood what I needed however he clearly didn't as he put me on the road for looking for work and I was contacted by my local job centre to see what help they could provide me and booked an appointment to speak to one of their advisers. I explained there had been mistake and they cancelled the appointment. I then didn't hear anything for about a month but then was asked to check my UC account about a phone appointment with the same person who was extremely rude and unhelpful and misunderstood what I needed. I immediately spiralled into a crisis and needed to take diazepam to calm down. Since then I've been in a panic state. I'm not overall worried about the nature of the appointment. I had a review about 16 months ago. I just can't bear to be having to deal with a UC person who clearly will not listen to me correctly and will be rude and unhelpful. I struggle with phone calls as I have auditory processing difficulties. I'm currently without support. I've wondered about asking CAB. Also I have been told I will need the bank statements I uploaded in front of me for the appointment. I have very bad executive function and struggle with day to day tasks let alone trying to organise extras especially in a panic state. I really do not Wang to take this call without someone present as I do not believe this UC person will listen properly to me and I'm afraid of having a meltdown while on the call.

Thanks in advance.

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Comments

  • Rachel_Scope
    Rachel_Scope Posts: 3,637 Online Community Team

    Hi @_Chaotic4_4gardener_ and welcome to the community. I'm sorry they were so rude to you and caused so much stress. You can have an advocate who can support you. There's some information here https://www.nhs.uk/social-care-and-support/help-from-social-services-and-charities/someone-to-speak-up-for-you-advocate/ . Do you feel able to gather the bank statements they've requested?

  • _Chaotic4_4gardener_
    _Chaotic4_4gardener_ Community Member Posts: 5 Listener

    I will contact social services tomorrow about an advocate. Thanks for that info, I didn't know that was an option.

    I can collect bank statements. I think I have an option to order them online but I remember the last lot took a month to arrive. I have very straight forward transactions so there is nothing there that I can't remember so I may not bother to collect them or write down the 2 I think they may question. Both were small amounts (£300 a for shopper/walker and £20.) from an ex partner for 2 things. There's also an atm withdrawal for £20 because sometimes I like to have cash for emergencies. Those are the only ones I can think they will pick up. All others are food, personal care, hobbies, household and clothing transactions.

    This process is intrusive enough without a hostile reviewer. I definitely plan on having someone with me.

    Thanks for the advocacy information

  • Rachel_Scope
    Rachel_Scope Posts: 3,637 Online Community Team

    It really is a stressful process so I hope you're able to find someone to support you with it. I just wanted to add some extra information about advocates https://www.scope.org.uk/advice-and-support/get-help-from-an-advocate#:~:text=listen%20to%20your%20concerns,An%20advocate%20will%20not: .

    I'm not entirely sure but I think being able to answer questions about your transactions will be enough if you can't get the statements in time.

    Do you have enough support at home, as you said you struggle with daily tasks?

  • _Chaotic4_4gardener_
    _Chaotic4_4gardener_ Community Member Posts: 5 Listener

    No I have no support currently. It's complicated but also I need support to access support so it's a circle situation. I'm very articulate so people don't get why I need support. I'm autistic, dyspraxic have ocd and since contracting covid some chronic fatigue and brain fog issues. I will try and get an advocate for the phone call and maybe they can help me find support. I'm in a crash right now and not able to do anything. I appreciate your information. Thanks you.

  • _Chaotic4_4gardener_
    _Chaotic4_4gardener_ Community Member Posts: 5 Listener

    So I just had my call. It was okay but completely confusing because although I'm in the limited capacity section (LCWRA) I was asked if my health had changed from the date of my claim (no). I was asked to look at and update the health section in my claim. You can't update it though as it asks for a date when your health changed and I don't have the date because it's about 7 years ago and I can't remember and it hasn't changed from then. I'm not even sure there is a section where you can enter that your health is not changed and once again I've noticed that all my commitments have changed to encouraging me to look for work if I feel able to. I struggle to get through a day without working so how am I to work? Im autistic amongst other things so is this a new thing because of that? I worked all my life pushing myself constantly every day until I had a mental breakdown. I've never recovered all my skills and abilities since then and as I said I struggle in day to day life. I need to try and get access to citizens advice but I need help to do that too.

    I was also asked questions about my ability to do things online and accessing my local job centre. I replied that I found online okay for things like logging in but then collating and uploading information was difficult and I had struggled to upload the documents needed for UC evidence. There has been no entry to say my review is complete even though everything except updating my health section was fine. This is so different from the last review. It sounds like I'm being pushed back to work and if I could work I would but I literally can't.

  • _Chaotic4_4gardener_
    _Chaotic4_4gardener_ Community Member Posts: 5 Listener

    I've just had a note (it was actually before the health update thing, I didn't see it in my panic) that my review is complete. So I guess I just get on with life until the next one. Thanks for the advice given. It was helpful and when I'm able to I will be following up some for any support I can get for my day to day life.

  • Bluebell21
    Bluebell21 Community Member Posts: 3,303 Championing

    Hi @_Chaotic4_4gardener_ That’s good news. Well done.

  • SheffieldMan1976
    SheffieldMan1976 Posts: 1,897 Connected

    Unfortunately I too have suffered from annoyingly unhelpful Job Centre Plus staff in the past… It'll be 27 years in September since I told the local Job Centre to stick their poxy 35 quid a week Dole money up their you-know-what, sideways due to a myriad of problems.

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