Problems with the DWP (V. Long)

ikkle_2

I have been having a lot of problems with the DWP for the last couple of weeks and am looking for some advice on how to sort this mess out as they seem to be unable to decide what to do, I would also like to complain about the way everything has been handled and was wondering who I should complain to?

I moved across the country at the start of the month and changed my address with the DWP so that everything would be okay for my next giro being sent. My giro didn't arrive so I called up the DWP to be told my address hadn't been changed and there was apparently no record of it being changed. So after some too-ing and fro-ing the benefits delivery team phoned me after a 4 hour wait and I got a counter payment.

I called up a week later to make sure that my address had been changed and to check everything was okay this time. I was told no that my address has not been updated yet but it can take up to 4 days!! lol. I explained it had now been over 3 weeks since I changed it, she assured me she would put a note on my account and have it changed.

So the date of my second Giro was Friday 27th May, last Friday and it arrived. I was so shocked it actually arrived and went to my registered post office to cash it to be told that the code on it was not a local code. I went back home and my sister told me that it was to be cashed at our old post office, only 400+ miles away.

I again telephoned the DWP and explained what had happened, they asked me the security question and when I said my address they said that's not correct I gave them my old address which was the one she wanted, I explained again that was my old address and she said that it's changed on my main account just not on the security question. She told me that the benefits delivery team would phone back within 3 hours to arrange a counter payment.

I went into town at about 12:00 with everything I would need to get the payment. After 3 hours nobody had phoned so I used the phone in the job center building and phoned them up to be told sorry and it would be put down as urgent and to expect a call in 1 hour. So I went and had another look around town waiting for a call which again never came. I went back to the Job center and again phoned them up by now it was 4:10pm.

I explained again everything that had happened and explained that I needed the counter payment today as it would leave me with no money over the weekend and on Monday as it's a holiday. He said he would get his team worker to call me back but there would be nothing they could do today. He also said that he can see nobody had looked at the notes about calling me back. I asked him what I should do for money to which he replied a crisis loan. I explained to him I can't get a crisis loan as it's now after 4:30 and the last payments have been made for the day to which he replied oh of course sorry.

By now it's probably needless to say I never got that phone call. I am appalled at the way I have been treated and am just lucky I was able to beg my sister to borrow me some money. If I wasn't able to I would have starved.

So I am going to have to go through this whole thing again on Tuesday and I am dreading it.

Is there anything I can do/say to get them to sort this mess out. It's their mistake at the end of the day and it's not just one persons mistake so many people I have dealt with have failed to do their job. Does anyone know who I should complain to?

Thanks
Ikkle

ikkle_2

Thanks for replying Redbu I am not wanting to get into the politics of being on benefits I don't want to be on benefits. I would just like to know if anyone has any advice on what to do now and how to sort this mess out and who to complain to.:)

healy

ikkle wrote: »

Thanks for replying Redbu I am not wanting to get into the politics of being on benefits I don't want to be on benefits. I would just like to know if anyone has any advice on what to do now and how to sort this mess out and who to complain to.:)

Ignore Redbu as he is a long time troll - originally called andyandflo who has been banned numerous times and has no right to post. His aim is just to cause trouble - I have reported him.

mcjordi

ask to speak to a manager..
also crack a letter into the BDC and complain.. it is truely shocking the way you have been treated.. did you fill in a change of address form?

margaretclare

I don't understand what you mean by 'the social'. The social what? Do you mean the local authority social services department? Or something else? Who exactly have you been phoning?

I didn't think anyone got money by Giro nowadays - thought it had all gone to direct payment into a bank account?

mcjordi

social = DWP

ikkle_2

Thanks Healy.

Thank you Mcjordi. I asked to speak to a manager on the phone but was told there was nobody available and that the only thing they could do was get the manager to call me back within 24 hours. What is the bdc?

Hi Margaretclare thanks for repsonding sorry to have confused you. I couldn't think of what to call it lol. Yes the dwp. I get a giro because I do not have a bank account.

sheeps68

Social confused me too! Usual used for social services but now you say DWP I understand a bit as there is absolutely no connection.

sueturnersmith

Social = Social Security - a very old term for benefits agencies. I can also mean Social Services.

real1314

Next time you are in a jobcentre, ask for a complaint form. Take it away with you. Complete it in a calm manner detailing all the facts.

Take in the next time you go in. Ask for the name of the person that you hand it to. Await response.

You could arrange to see your MP about the problems. They can often "oil the wheels". :cool:

[Deleted User]

we changed our address on 20/5 notified dwp on 23/5(told couldnt do it before)all seemed to be going ok,which surprised me as we had moved areas as well,UNTIL they sent a claim form for SDP which we have been getting for years,followed by a letter saying our benefit had been reduced by £111 week(=sdp),see what next week brings now as according to the latest letter they are still paying SMI and i told them on 23rd we had paid the mortgage off