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ESA and medical certificate confusion.
GoldFool
Posts: 31 Forumite
Hi guys,
I've found this website a real wealth of information in the past, so was hoping someone would be able to help us figure this pickle out (!)...
My husband is on ESA (severe mental illness). On Friday, we received a letter saying his medical certificate was expiring on June 10th and we should post a new one in. So we made a doctor's appointment especially (my husband forgot to get a new certificate last Monday, as is the nature of his illness) for Tuesday (today), which would give us plenty of time to fax in the new certificate for the 10th.
He was due a payment on Tuesday, today. The letter very clearly says that his medical certificate expires on June 10th, and considering the payments are issued on the Friday before a Wednesday payment, we didn't think that was a problem and could just fax in on the 9th. We've been doing this for awhile with no problems and all payments are usually made.
Payment, however, did not arrive and upon telephoning ESA I was told that it was because of this issue with the dates. We were told we'd been "misled" and they apologised. Told us to get a new medical certificate and ask the doctor to fax it in, rather than going in to the city centre to a JC+ and having them fax it like we have done previously. We've been told we need to fax rather than post as it can take them 10 days to process something when it's posted.
However, our doctor has said they don't do that, and in the past we've been told only a doctor or a JC+ can fax medical certificates in (not, for example, a Post Office). Not sure why this is, but anyway. So now we need to make an appointment to fax the medical certificate in.
However (again), we can't get through on the national number to do this; it just says the lines are busy and to call back later. I understand that, but I've been calling roughly every ten minutes from 11am (when I heard from the doctor) right through to close of business. I tried our local JC+, but they just put me through to the national centre.
I can't get an appointment to actually fax the medical certificate through. When we've got appointments before, it's usually for two or three days in the future, never the same day even if urgent. Not to mention I was told I wouldn't need to do that this time "as all doctor's do it" (our, large, practice insists they don't and never have...) and as long as it was received by 2.30pm they could have a payment into his account by 5pm same day.
So, we had the wrong information on the letter; they have acknowledged this mistake and apologised, and insisted as long as we fax the certificate by 2.30pm we can get a same day payment.We were also told a doctor could fax a certificate in, when our doctor won't. And I can't get through to them - can't even get put on hold, the line just goes dead - to book an appointment to fax it in at the JC+.
I really don't have a clue what to do; time is ticking on, and what if I can't get through to them tomorrow, either? I wouldn't even mind being on hold, but it's always just cut off. I did get through this morning, but I tried for 45 minutes (I was on the phone at 9am sharp) then and every second this is taking now is delaying payment all the more.
So...
- Is it true that they can issue a payment if we fax in the certificate before 2.30pm and it be in the account for 5pm the next day?
- Who do I call, considering I can't get through to make an appointment on the national number?
- Can I fax it in from anywhere else but a JC+? I'd usually use a Post Office to fax. Why is that not acceptable?
ANY information would be hugely appreciated. Thanks for taking the time to read.
I've found this website a real wealth of information in the past, so was hoping someone would be able to help us figure this pickle out (!)...
My husband is on ESA (severe mental illness). On Friday, we received a letter saying his medical certificate was expiring on June 10th and we should post a new one in. So we made a doctor's appointment especially (my husband forgot to get a new certificate last Monday, as is the nature of his illness) for Tuesday (today), which would give us plenty of time to fax in the new certificate for the 10th.
He was due a payment on Tuesday, today. The letter very clearly says that his medical certificate expires on June 10th, and considering the payments are issued on the Friday before a Wednesday payment, we didn't think that was a problem and could just fax in on the 9th. We've been doing this for awhile with no problems and all payments are usually made.
Payment, however, did not arrive and upon telephoning ESA I was told that it was because of this issue with the dates. We were told we'd been "misled" and they apologised. Told us to get a new medical certificate and ask the doctor to fax it in, rather than going in to the city centre to a JC+ and having them fax it like we have done previously. We've been told we need to fax rather than post as it can take them 10 days to process something when it's posted.
However, our doctor has said they don't do that, and in the past we've been told only a doctor or a JC+ can fax medical certificates in (not, for example, a Post Office). Not sure why this is, but anyway. So now we need to make an appointment to fax the medical certificate in.
However (again), we can't get through on the national number to do this; it just says the lines are busy and to call back later. I understand that, but I've been calling roughly every ten minutes from 11am (when I heard from the doctor) right through to close of business. I tried our local JC+, but they just put me through to the national centre.
I can't get an appointment to actually fax the medical certificate through. When we've got appointments before, it's usually for two or three days in the future, never the same day even if urgent. Not to mention I was told I wouldn't need to do that this time "as all doctor's do it" (our, large, practice insists they don't and never have...) and as long as it was received by 2.30pm they could have a payment into his account by 5pm same day.
So, we had the wrong information on the letter; they have acknowledged this mistake and apologised, and insisted as long as we fax the certificate by 2.30pm we can get a same day payment.We were also told a doctor could fax a certificate in, when our doctor won't. And I can't get through to them - can't even get put on hold, the line just goes dead - to book an appointment to fax it in at the JC+.
I really don't have a clue what to do; time is ticking on, and what if I can't get through to them tomorrow, either? I wouldn't even mind being on hold, but it's always just cut off. I did get through this morning, but I tried for 45 minutes (I was on the phone at 9am sharp) then and every second this is taking now is delaying payment all the more.
So...
- Is it true that they can issue a payment if we fax in the certificate before 2.30pm and it be in the account for 5pm the next day?
- Who do I call, considering I can't get through to make an appointment on the national number?
- Can I fax it in from anywhere else but a JC+? I'd usually use a Post Office to fax. Why is that not acceptable?
ANY information would be hugely appreciated. Thanks for taking the time to read.
0
Comments
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I'm not sure that it is true that they can make a payment into an account as quickly as that. In NI it takes 3 working days via the BACS to arrive in an account. DWP are a bit ahead of us but in general we use the same systems.
For ESA all you can really do is call the relevant 'BDC' but I can understand that you cant get through to them. I think in some areas only a very small amount of people are allowed to be on hold at any one time.
In NI we wont accept medical certificates faxed from anywhere but a Jobs and Benefits office (The equivalent in most ways of a JC+) because it has to be verified as genuine before being faxed. This has to be done by a member of the department before being faxed. Unfortunately a small number of people alter the certificate their doctor gives them which makes such a check necessary.
Its not a great system for anyone to work unfortunately. All I can suggest is each time a sickline is got make it for as long as possible. If your partner has a severe mental illness will the doctor not give a 26 week or 52 week sickline?0 -
Hi there, thanks for your help
I guess it does make sense that they need to verify the medical certificate is authentic, thanks for that, it's stopped me going insane wondering what difference it can possibly make! It is difficult, as I really don't want to sound remotely annoyed with any staff but at the same time I need to convey the urgency of the situation. Tough line to walk.
However, it's 10.20am and I can't get through... again. Is there any other number to call? I'm going crazy with this, trying to get it figured out. When we were on housing benefit a few years back, I remember that there was a kind of second line of defence (as it were) which you could contact if the usual call centre wasn't sorting the problem out. Can't remember what it was though
You make an excellent point about long life certificates; our previous doctor did, but we moved house last year and our new one will only do three month certificates at the most because otherwise "people have no reason to check in with me" because my husband's main treatment is done by a psychiatrist :rolleyes: Crazy, because my husband is there quite often usually with an injury as a result of his forgetfulness...
Mostly though, thank you so much for responding!0 -
has one try saynoto 0845 for local number just try it no number on there0
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Just an update...
I did get an appointment for that morning after getting through on the normal number. The payment then arrived in his bank account that afternoon, it was about 4.30pm. So if there is an error, you can get a same day payment issued.
I don't, however, know if this was only because they accepted liability for the mistake. Worth a shot for anyone else, though
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Good to hear that GoldFool.
Pity it took so long for it to get sorted but at least it seems to be done now.0
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