phonecalls not answered by csa

caris

Hi

When phoning the CSA do they know who is phoning before they answer the phone their end? I ask because you have to enter your details via the keypad on your phone when phoning the CSA, so i assume they must know already who is on the other end of the phone (?). I ask this because I made numerous phone calls to them last week and ended up hanging on the end of " we can not take your call at the minute, you will be answered asap", the usual, anyway I spent nearly 4 hours in total hanging on through the week and still didnt speak to anyone. As you can imagine I was not impressed. I tried at various hours through the week including trying at 8am. I have tried twice again today, and still without any luck speaking to anyone. My calls usually go straight through to the same department I think its criminal compliance and more often than not i speak to the same advisor, but now I'm not getting anyone answer.

caris

chall1964

It's so frustrating :mad:

caris, email them http://www.csa.gov.uk/en/contact/index.asp (keep a copy of the receipt) - you could also keep trying by phone.

Sensemaya

caris wrote: »

Hi

When phoning the CSA do they know who is phoning before they answer the phone their end? I ask because you have to enter your details via the keypad on your phone when phoning the CSA, so i assume they must know already who is on the other end of the phone (?).With all organisations that use this dreadful method, I ignore all the prompts. Eventually you will speak to a human being. I ask this because I made numerous phone calls to them last week and ended up hanging on the end of " we can not take your call at the minute, you will be answered asap", the usual, anyway I spent nearly 4 hours in total hanging on through the week and still didnt speak to anyone. As you can imagine I was not impressed. I tried at various hours through the week including trying at 8am. I have tried twice again today, and still without any luck speaking to anyone. My calls usually go straight through to the same department I think its criminal compliance Have you seen the sticky link where I have posted CC numbers? and more often than not i speak to the same advisor, but now I'm not getting anyone answer.

caris

Can you not get your MP to tell the CSA to give you a direct phone number to the person? MP can use parliamentary hotline to get this info for you.

CSA_Debt_Bod

In answer to the original question, no, there is no way a CSA caseworker can know who is at the other end before answering the phone. The computer screen only shows there is an incoming call; the caller's details do not populate on the screen until the call is answered.

It's possible that you are having difficulty getting through to someone because your case is with criminal compliance, which is made up of a relatively small group of people. The telephony system will automatically try to route your call to a criminal compliance officer, and if for instance all of them are on the phone (or off sick, holiday etc) it will just keep trying those same officers. I think eventually the system will route your call to a default number, possibly the helpline, but I can understand the delay is frustrating.

As for direct lines, since the introduction of the new telephony system a few weeks ago very few officers have direct lines at all. I don't think criminal compliance do.

Sensemaya

CSA_Debt_Bod wrote: »

As for direct lines, since the introduction of the new telephony system a few weeks ago very few officers have direct lines at all. I don't think criminal compliance do.

I took this one up with my MP via my complaint - still ongoing-about Bolton.. I quote the response from the CSA.

" I appreciate that she could previously, as part of her contract with her service provider, use the direct 01925 number free of charge. However, all business units have been instructed to provide the 0845 number which ( my italics) will ensure that all clients receive the same level of service.Why? If Sensemaya is concerned with the cost of using the 0845 number, she can ask for a call back which would minimise the cost of her call."

So this implies that 'clients' can be put on hold for ages and, if and when they eventually get through to the right person or someone who knows what is actually going on with their case the person will phone them back? You also have to go through all the security questions that takes time too.

It stinks.

romanempire

For the amount of time you've spent on the phone waiting you could have written several letters! And sending them recorded delivery meant you would have had a record of dates and therefore an excellent basis for a successful complaint if they've been slacking!

Sensemaya

romanempire wrote: »

For the amount of time you've spent on the phone waiting you could have written several letters! And sending them recorded delivery meant you would have had a record of dates and therefore an excellent basis for a successful complaint if they've been slacking!

Is this question addressed to Caris or in general?

My specific ( latest complaint ) is to do with irregular payments ie Bolton is hanging on to monies to which I needed a quick response! I can guarantee you that even if I did send an RD letter I wouldn't get a reply. I can't be bothered logging numerous RD letters when my MP can establish a nice paper trail for me and two members of Bolton staff got a nice ticking off too!

Edit: Love your username.

caris

Thank you for all your comments abd replies.

We have had numerous meetings with our MP since 2003. Our original claims to the CSA against both NRP's was in Nov 2002, we were told at the beginning of the claim that getting payments wouldnt be quick, we accepted this as we had never been in this situation, anyway almost 12 months later we still had heard nothing, we were then phoning constantly, eventually CSA told us we had no claim, this was dispite us having there letters saying it was being looked at, it turned out that CSA had lost our claims, they did write to us confirming this after we went to the MP. So from the very beginning we have been given very bad help from the CSA with our claims.

I agree that at the start in 2002 we were very nieve with regards to the CSA and its dealings with claims.

Over the years we have relied on our MP to help us get somewhere with getting some maintenance for our GS, this route for us has had very little effect, CSA dont seem to respond to him very well, he has written to the chief executive numerous times again without success.

Eventually the MP referred us to the PO who then sent our case to ICE in early 2008.

ICE made it very clear that the CSA had failed us over the years and said our case was gross maladministration and that the CSA were to secure regular maintenance from both NRP's.

Even with ICE involved it has made no difference what so ever, yes they eventually managed to get some outstanding arrears from the father, but they still have not secured getting regular maintenace, I dont blame the father for this failing has his employer is deducting the money from his wages, they just fail to send it to the CSA.

The mother - we just dont know what to do.

We have sent so many letters both by post and email to the CSA over the years, god knows how many phone calls, used the MP countless times and our case is back with ICE for the CSA failing to do what they were told to do. Now we have the case with our daughter getting further and further out of control, I just dont know what to do, as all routes I have tried are getting me nowhere.

I really appreciate your comments and replies but I have tried everything without success. My GS will be grown up and I feel that my situation will be still the same.

caris

chall1964

caris wrote: »

Eventually the MP referred us to the PO who then sent our case to ICE in early 2008.

- if you still remain dissatisfied after ICE has dealt with your complaint, your MP should then refer it to the PO.