Universal credit maladministration

LauraLoo83
LauraLoo83 Online Community Member Posts: 2 Listener
edited September 2022 in Universal Credit (UC)
Hello,

Just wanted to vent here and get some advice if possible...

For the past two months, UC have messed up my existing claim. Last month they said they had no earnings for me and wanted to give me a huge payment, but also required me to attend work interviews as they thought I wasn't working. I work full time and my payroll and HMRC both gave proof that they had submitted my earnings. They finally sorted it out, cancelled jobcentre interview, and reduced my payment correctly from £707 to the £240 it should have been.

I thought it was all dealt with, but this month they have now used the past TWO month's wages for this month's assessment, reducing my payment to £0. They've put my earnings down as £2400 instead of £1200, and can't seem to realise they already used last month's pay of £1200 to work out my last payment.

I only have enough wages to cover my rent and bills. Once they all come out, I'll be around £10 overdrawn. I'll have nothing left for food or living expenses for the next four weeks.

I made them aware of their error ten days ago. I've left message after message on my journal, which were not even looked at for 8 days. I've been on the phone to them constantly, only to be told they're an 'advice line' and can't help with individual problems. Their advice was to leave a message in my journal...

I'm literally at my wit's end. My case has now been referred to their payments team apparently, but they've said it'll take 2-3 weeks to be looked at and a further 2-3 weeks to get the money owed.

I've cried on the phone, asked for an advance, asked for a hardship payment - no help given. I've had to apply to my council for a hardship loan, and the same from my work union, neither of which I wanted nor should have needed to do.

I don't know where else to turn. I'm barely sleeping for worry, I had to have an emergency GP appt to increase my dose of antidepressants. I have Asperger's, and whilst I'm high functioning, I can't cope with stress like this and it can become a downward spiral.

In the meantime, I've complained via Gov.Uk about the mistake, delays, being ignored and lack of help or compassion by their staff. I just can't understand how they can treat people this way.

Comments

  • Tori_Scope
    Tori_Scope Scope Posts: 12,471 Championing
    Welcome to the community @LauraLoo83 :) Thank you for joining us, and for being so open and honest in your first post here. 

    I'm sorry to hear that this has happened. It must be extremely stressful, especially given the current economic climate. 

    I can see that you've made a complaint about what's happened. If you feel you need any further support with your UC claim, you could use advicelocal.uk to see whether any organisations local to you could offer you some advice. 

    When you had the emergency appointment with your GP, did you ask them about whether they could help you to access a local food bank?

    If you're worried about affording food over the next 4 weeks, you might also find it helpful to read our page on getting free and cheap food. 

    How do you feel your mental health is at the moment? 

    How are you feeling about the increase in dosage of your anti-depressants?

    I think it's positive that you had an appointment with your GP, and I hope that they'll be able to support you through this incredibly worrying time.

    Have you heard back from your council or union about the hardship payments you've applied for? If not, did the give a timeframe of how long it might take to hear back? 
    I can't cope with stress like this and it can become a downward spiral
    Would you feel comfortable sharing with us what being in a downward spiral means to you?
  • LauraLoo83
    LauraLoo83 Online Community Member Posts: 2 Listener
    Hi Tori. I managed to speak to a family member who has lent me the money that UC owe me, until I finally get it from them.

    I know where my local food bank is so I can access it if necessary, but I think that would be a very last resort.

    I'm annoyed I've had to go on a higher doseage, but it seems to be helping slightly (even if it's only for the placebo effect). I'm hoping this will be temporary.

    UC have still not rectified the simple issue, so it looks like it's just a waiting game now for them to get their act together.

    I'm incredibly angry they put people through this and don't have the common decency to sort out their mistakes in a timely fashion, leaving people without any money for weeks on end.

    A downward spiral for me means I don't sleep much, I'm constantly angry and frustrated, and I don't perform as well as usual at work.

    I've done everything I can to get this resolved, so I'm trying to take a back seat and look after myself well, in the hope it will be sorted out soon.

    I'm very independent and hate having to ask for money, and that's the thing I'm most angry about, as I wouldn't have needed to do this had UC done their jobs properly.

    Thanks for the advice and a sympathetic ear,

    Laura 
  • Tori_Scope
    Tori_Scope Scope Posts: 12,471 Championing
    Hi @lauraloo83 :) I'm sorry that I missed this comment from you! How have you been doing over the past week? 

    I'm glad that someone's been able to lend you the money to tide you over. I appreciate this isn't ideal, but I hope that it'll help you keep your head above water until this is sorted. 

    Yes, it's extremely frustrating when you have to wait for other people to rectify their mistakes in this way. Do you have an updates to share? 

    Looking after yourself well sounds good to me. This can be particularly difficult when you're struggling to sleep, but I hope that you've been able to practice some self-care, and keep yourself as well as you can. 

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