Money taken from my son, not the father, who to complain to

cinders59

Just thought I'd update you,
The DVLA made an emergency payment into my sons account and were going to claim it back from the CSA. That was on the FRI, on the SAT I had a call from the CSA wanting my sons bank details to refund him, I explained what had happened.
They ignored all that and sent out a cheque that was dated Mon 1st Feb. so I rung them for a ref no to send it back, and lo and behold. after toing and froing,they have no details of my son on their system.

I spoke to my MP who is taking this up in parliement and have sent the cheque to him, along with a letter from my sons employers stating they had the refund from the CSA on the FRI, and that, when they had the order from the CSA they questioned that the details were not the same, but were told to go ahead and take the money any way.

BTW I sent a letter of complaint to the CSA, and have not had a reply back from them

CSA_Help

julieef wrote: »

Just thought I'd update you,
The DVLA made an emergency payment into my sons account and were going to claim it back from the CSA. That was on the FRI, on the SAT I had a call from the CSA wanting my sons bank details to refund him, I explained what had happened.
They ignored all that and sent out a cheque that was dated Mon 1st Feb. so I rung them for a ref no to send it back, and lo and behold. after toing and froing,they have no details of my son on their system.

I spoke to my MP who is taking this up in parliement and have sent the cheque to him, along with a letter from my sons employers stating they had the refund from the CSA on the FRI, and that, when they had the order from the CSA they questioned that the details were not the same, but were told to go ahead and take the money any way.

BTW I sent a letter of complaint to the CSA, and have not had a reply back from them

Ironic the way they they acted at least your son got his money back .

They have 15 days to answer your complaint but they should have acknowledged your complaint

AsknAnswer2

I'm sad to say I'm not surprised by this at all, but when it gets to a stage when it's not surprising something has to be done. My friend got a letter from the CSA asking her to complete a form with her wage details to allow an assessment calculation. Given that my friend and her husband have been undergoing fertility testing as they have not been able to conceive, she found this extremely distressing. Again she had the same name and DOB as the mother and NRP of the child which is how the error occured. The mother or father must live in England as the communications came from CSA Dudley. My friend lives in Scotland where Falkirk usually deal with cases. The difference in area obviously didn't apply here either. She got a written apology.

Anyone of us could find our wages deducted or bank accounts frozen because of a case of incompetence and mistaken identity. It's not acceptable and I really hope you get answers. An apology and a refund isn't good enough. They need to set measures in place to stop this from happening.

Best wishes.

cinders59

Well lets hope so. My MP is bringing it up with the Minister who is in charge of the CSA

CSA_Help

AsknAnswer2 wrote: »

. My friend lives in Scotland where Falkirk usually deal with cases. The difference in area obviously didn't apply here either. She got a written apology.

Falkirk is a very competant office do everything by the book that lot .
:rotfl::rotfl::rotfl:

No joking aside Julieef i hope you son gets a written letter of apollogy soon and questions answered by your MP

RedSky

julieef wrote: »

BTW I sent a letter of complaint to the CSA, and have not had a reply back from them

They should acknowledge receipt of your complaint within 2 working days and inform you of the outcome or progress within 15 working days. Failing to do so is clearly not handling your complaint satisfactorily, allowing you to take it to the next level. Don't let them get away with it.

cinders59

The first letter I sent was to the contact us, on the website. I did receive an email back telling me I have to send it to one of their offices, Dublin, Portsmouth etc.
I didn't know which office is dealing with it and explained this in the first email, so I just picked one.
But not heard nothing from the second email

CSA_Help

julieef wrote: »

The first letter I sent was to the contact us, on the website. I did receive an email back telling me I have to send it to one of their offices, Dublin, Portsmouth etc.
I didn't know which office is dealing with it and explained this in the first email, so I just picked one.
But not heard nothing from the second email

Julieeef
It will scanned and sent internally through to whichever office that initiated the claim agains't your son .They should acknowledge this though .Email them and someone from the helpdesk should call you back .Keeps the email receipts and pass them to your MP .Someone in the agency will be bottling it in your case