Child Benefit Payments Stopped !

Ryan101

I changed my bank details from A&L (Because of the poor customer service with the move to Santander) to Natwest, I completed the online Change of bank details on the Child Benefit website, a few days later I got a letter from Natwest to say they we closing my account I had 14 days to move everything, so I called Child Benefit and told them, the guy said that the change had not been put through yet so payments would still continue to A&L (Which thankfully I never closed).

The payment due last Tuesday never went in so I phoned Child Benefit and they said it had been sent to Natwest, but not to worry as the account was closed it would just bounce back and it would be forwarded to A&L as would next weeks payment as normal.

Well today no normal payment, phoned them and told claim has been stopped !, had to provide all the details of my children all over again (All 4 of them), told it would be forwarded to head office ?, and payments should start within 7 days, or if they need more information they will contact me.

I accept that in part it was my fault, but I have kept them up to date and they cant even write to tell me my claim was stopped, I have written a letter today explaining it all again and enclosing the letter from Natwest to say they are closing it, but I am £121 down and can't afford to be without it for much longer.

Thanks for reading.

Lady_gaga

Ryan101 wrote: »

I changed my bank details from A&L (Because of the poor customer service with the move to Santander) to Natwest, I completed the online Change of bank details on the Child Benefit website, a few days later I got a letter from Natwest to say they we closing my account I had 14 days to move everything, so I called Child Benefit and told them, the guy said that the change had not been put through yet so payments would still continue to A&L (Which thankfully I never closed).

The payment due last Tuesday never went in so I phoned Child Benefit and they said it had been sent to Natwest, but not to worry as the account was closed it would just bounce back and it would be forwarded to A&L as would next weeks payment as normal.

Well today no normal payment, phoned them and told claim has been stopped !, had to provide all the details of my children all over again (All 4 of them), told it would be forwarded to head office ?, and payments should start within 7 days, or if they need more information they will contact me.

I accept that in part it was my fault, but I have kept them up to date and they cant even write to tell me my claim was stopped, I have written a letter today explaining it all again and enclosing the letter from Natwest to say they are closing it, but I am £121 down and can't afford to be without it for much longer.

Thanks for reading.

could you maybe apply for a crisis loan in the meantime untill it's sorted out?

Ryan101

Lady_gaga wrote: »

could you maybe apply for a crisis loan in the meantime untill it's sorted out?

I will look into that, thanks.

kelloggs36

Why have Natwest closed your account?

Lady_gaga

no probs, have a wee look here
http://www.direct.gov.uk/en/MoneyTaxAndBenefits/BenefitsTaxCreditsAndOtherSupport/On_a_low_income/DG_10018856

Ryan101

kelloggs36 wrote: »

Why have Natwest closed your account?

No idea, letter said don't phone us we are not going to tell you !, but it seems that Natwest have a Application Verifications unit (Serach for AVU on this site), there can (And do) simply close your account after it is open if they find something they dont like, I think it was an old debt I had with them that got written off many years ago.

Ryan101

Lady_gaga wrote: »

no probs, have a wee look here
http://www.direct.gov.uk/en/MoneyTaxAndBenefits/BenefitsTaxCreditsAndOtherSupport/On_a_low_income/DG_10018856

Thanks for that, will leave it until next Tuesday when the payment will be due again and if nothing will apply, but I really hope they sort it out as it is not really my fault and I did tell them all the details.

Lady_gaga

only bonus is OP you should get it all backdated in a lump sum, I know it isn't ideal but it will get sorted.

slup_2

For what it's worth, exactly the same thing has happened to me.

Told them of the new bank details, and all payments have stopped. Both accounts are still active, and I've not had a payment since June.

I have now written three times, and phoned at least ten times and it still isn't resolved. I'm given conflicting information and different advice every time I call up.

They appear to be utterly incompetent.

midgetsmum

If it's any comfort, from what you've said the last advisor has taken the correct action. If payments have been stopped and it's a general changes section holding your records, the helpline staff can't see why, so they run through some details to confirm exactly what changes, if any, there have been. the action required from helpline staff is to then contact the processing section, providing all the information you've given during the call. If the processing section haven't been given enough information to be able to reissue payments they should call you within 5 working days, otherwise you should receive a payment within 7 working days.