No reply to UC Journal messages

VisiblyInvisible
VisiblyInvisible Community Member Posts: 11 Connected
in Universal Credit (UC)

Has anyone ever had no reply to their UC Journal messages?

I've sent a couple of messages recently about some really important things including notifying them of an overpayment, which I would have expected a fairly swift (and scary) response to. But it's been a couple of weeks and there's been no activity on there at all.

Obviously I'm incredibly nervous about the whole thing. Everything about UC scares me to my core as I don't really understand it which is kind of what got me in this mess, but that's by the by. I made the mistake and will rectify it.

Regardless, at this point I just want to fix it as carrying this anxiety and shame is unbearable.

I'm wondering if the lack of a response means something in itself, or if its more common that I realise to go for periods of time without a reply.

Anyone had anything similar?

Comments

  • Albus_Alumni
    Albus_Alumni Scope alumni Posts: 11,373 Championing

    I once went 6 weeks with no replies on my journal. It turned out my work coach left (hopefully not due to me) and they'd not transferred me over to the new coach. Which was super helpful. πŸ˜…

    I'd say keep trying to message them, sometimes it'll depend which category you're messaging them in as to whether you get a quick reply or not, so maybe try a different area and message there? And please try not to worry too much, I know so well that's easier said than done. But the fact you've noticed the issue and have raised it with them, that will go in your favour.

  • poppy123456
    poppy123456 Community Member Posts: 64,375 Championing

    Messages tend to go unanswered if you don’t have a work coach. When this happens you may have a response closer to when your assessment period ends or around the time you have your statement.

    Try sending a message under service issues as well as payments and hopefully you will receive a response.

  • VisiblyInvisible
    VisiblyInvisible Community Member Posts: 11 Connected

    Thanks so much everyone.

    I'd sent the overpayment message under 'payments', but another message under 'message to work coach' as I had something else to update them of too.

    I've sent another today under 'payments' to follow up and maybe jump start things, but if nothing comes in the next week I'll given 'service issues' a go.

    Thanks loads peeps. I shall hold my panic a little longer.

  • poppy123456
    poppy123456 Community Member Posts: 64,375 Championing

    Have they told you that you've been over paid or is this what you think due to something you didn't report when you claimed?

  • VisiblyInvisible
    VisiblyInvisible Community Member Posts: 11 Connected

    Dont really want to go into it here. But it's a mistake I made and I've been over paid as a result.

    So they didn't come to me, I went to them and gave them all the information, dates, amounts etc.

  • Jimm_Alumni
    Jimm_Alumni Scope alumni Posts: 5,686 Championing

    I hope you get a response soon @VisiblyInvisible. Remember if anything does happen we are here 😊

  • VisiblyInvisible
    VisiblyInvisible Community Member Posts: 11 Connected

    Thanks loads.

    Looks like my recent message bumped things as I did get a response yesterday.

    Its not idea as they are struggling to understand what I'm explaining to them, but hopefully we'll get there. At least the ball is rolling now.

    Thanks again peeps.

  • gabriel1
    gabriel1 Community Member Posts: 1 Listener

    It is ongoing with me now; I had some issues last week regarding the universal credit check and confirm details links; on one of them i thought i made a mistake and had to cancel the cancel as it wouldnt let me go back to declaring my savings section; UC portal submitted it as changed cancelled so I had to request a link by phone to redeclare money, savings and investments; they sent the message and I was informed in my journal that I would recieve a response by 6PM today; this hasnt happened despite the threatening message telling me I had to complete this and the other to dos by the 28th of october are my payments will stop; I have been tfying yo chase this up all day but to no avail and have had to resort to asking my work coach how to complain about this and an obtuse, sarcastic phone 'helpline' member of staff; It is depressing I know but I wish I was still in prison so that I would not have to deal with this bureacratic unnessarily stressful nonsense; when I have asked before I have been declined.

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