confusing esa letter...

Muttleythefrog

NASA wrote: »

I've said it before and I will say it again that the computer systems that are used to pay all the main benefits are extremely poor and the letters that are issued rarely make sense.

The people you spoke to on the phone are poorly trained (That part isnt their fault) but they shouldnt have given you any definate answers if they werent sure what they were saying was correct.

ESA were only responsible for the second letter - not the first.

What I can't understand as an outsider is which is the best source of information regarding the fundamental details of your claim... it seems in this case it wasn't written communications from 'ESA' and it wasn't ESA BDC telephone staff... but apparently someone in the local jobcentre.

If you have a query regarding a letter you get... or you just have a query regarding your claim... where do you go or who do you speak to to get the most reliable information?

I've always found the callbacks to be reliable... as I'd assumed that lacking the pressure of the customer on the phone they'd properly investigate case details to give proper reply.

NASA_2

Muttleythefrog wrote: »

What I can't understand as an outsider is which is the best source of information regarding the fundamental details of your claim... it seems in this case it wasn't written communications from 'ESA' and it wasn't ESA BDC telephone staff... but apparently someone in the local jobcentre.

If you have a query regarding a letter you get... or you just have a query regarding your claim... where do you go or who do you speak to to get the most reliable information?

I've always found the callbacks to be reliable... as I'd assumed that lacking the pressure of the customer on the phone they'd properly investigate case details to give proper reply.

The best people to speak to are the processing staff because they have to know more about the benefit than the call centre staff. That is why the telephony staff will generally arrange for a callback - but when they do that they are basically powerless to make sure that it actually happens because they work in different offices. The processors are not really able to stick within the three hour timeframe because they have their own work to do.

deathvalleydemon

NASA wrote: »

The best people to speak to are the processing staff because they have to know more about the benefit than the call centre staff. That is why the telephony staff will generally arrange for a callback - but when they do that they are basically powerless to make sure that it actually happens because they work in different offices. The processors are not really able to stick within the three hour timeframe because they have their own work to do.

the one person i spoke to from the processing staff told me straight that the decision had been changed in my favour... then within 5 minutes they called me again, a completely different person told me that i had not had it in my favour.

disgusting conduct.

deathvalleydemon

they rang me today and said that the were investigating it, but yet again the adviser on the phone told me that if the letter states they have looked at it again then they cannot reverse that decision.

WHAT THE HELL IS GOING ON!

cosmic-dust

deathvalleydemon wrote: »

my appointment is this afternoon at 3.40...

im truly devastated, im a 31 year old man and i'll admit ive never felt like crying so much in my life.

i just gave the tribunals a call to see if there was any joy their end and they said that noone from the dwp has contacted them (yet) to say they have reconsidered their decision, also asked about my tribunal date and they said to me " we are still dealing with appeals we received in august 2010, we didnt recieve yours until january 2011 (even tho i sent it in way before that) so they said youre looking at late january/early feb 2012 before you will have a date.

Dam quick appointment that!
Appointment at 3:40 pm back posting on MSE at 3:52 pm :cool:

deathvalleydemon wrote: »

just got back from the appointment and i may as well have had an appointment with spongebob squarepants...

"its an easy mistake for them to have made" the woman said to me...

i told her that i wish to complain in the strongest possible manner.


im still gutted.

Muttleythefrog

deathvalleydemon wrote: »

they rang me today and said that the were investigating it, but yet again the adviser on the phone told me that if the letter states they have looked at it again then they cannot reverse that decision.

WHAT THE HELL IS GOING ON!

I'd be tempted to just jot it down and ignore it (except with regards your complaint letter where I would include reference). It sounds like a near random communication. Unless someone goes into great detail.. like regarding the details of the decision..and what is the result and why that result is reached then just assume it has nothing to do with WCA and ESA entitlement.

NASA_2

cosmic-dust wrote: »

Dam quick appointment that!
Appointment at 3:40 pm back posting on MSE at 3:52 pm :cool:

Good observation.

deathvalleydemon

NASA wrote: »

Good observation.

i got there early so they saw me early so i was home early..

would you like to know my every move of every single day?

NASA_2

No, frankly I no longer care if you were !!!!ed around.

deathvalleydemon

NASA wrote: »

No, frankly I no longer care if you were !!!!ed around.

and i'd no longer care if you stopped breathing