Advice re child benefit mess up!

raachel29

I gave birth to twins on 12/06/12. I filled out the online form for child benefit, sent it back with my children's birth certificates and waited.
I received the birth certificates back and 2 days later, the letter with the payment details....except they has missed off one of my twins!
I called straight away and they had no record of him. I was advised that they would take another look at my claim form and try and work out why he'd been missed out, and I'd get a call within 10 days.
The 10 days passed, and I heard nothing, so I rang them again. I was told I should have been called, that she'd make a note of the fact I hadn't, and that someone would get back to me within 5 working days...today is the 7th working day and still nothing!
How can I get them to sort this out? I feel like I'm being fobbed off every time I call when it's clearly them that's made the mistake! I'm really struggling with money at the moment, and although the extra £13 odd a week doesn't sound like a lot, it buys a lot of nappies!

rogerblack

Phone up, and find out how to make an official complaint - this is unacceptable service however you measure it.
Simply complaining on the phone that they haven't dealt with you yet isn't nearly as effective.

raachel29

Well I've rang again and there are still no notes to say that anyones even looked at it, so I'm on hold again while they transfer me to put a complaint in!
I wouldn't mind waiting but I have to send proof of my child benefit entitlement into the council to update my housing benefit claim. If it's not with them by 14/08/12 they are cancelling my claim!
I'e now been on the phone to them for 40 minutes so will have a huge phone bill to pay too!

annie1975_2

How awful.Just trying to get what you are entitled to. Hope you get sorted soon...

poppasmurf_bewdley

raachel29 wrote: »

Well I've rang again and there are still no notes to say that anyones even looked at it, so I'm on hold again while they transfer me to put a complaint in!
I wouldn't mind waiting but I have to send proof of my child benefit entitlement into the council to update my housing benefit claim. If it's not with them by 14/08/12 they are cancelling my claim!
I'e now been on the phone to them for 40 minutes so will have a huge phone bill to pay too!

Ask them to ring you back as soon as you are connected, which they will do. Don't put up with high telephone bills because of their incompetence.

raachel29

Well I put the complaint in and was told I'd get a call by 10am today....no surprise I didn't get one! Rang yet again to find my son still hasn't been added on and there was nothing they could do, apart from request a call back from head office, who apparently are not contactable via phone!
I've tried calling CAB for advice and to see if they could help, but I can't even get through!
Does anyone have any idea where I can go from here? They have told me I can't send another claim form as it will conflict with the existing claim and take even longer to sort out (although there is no record of my missing son at all, I don't see how it can conflict?!)

annie1975_2

Whoever told you that you would get a call back from head office , ring them again..(I find it odd theres no number for head office,do you know where head office is?)...I think its disgusting the way they are messing you about..

raachel29

I think all the offices are in Newcastle. I've done a search but can only find the helpline number.

annie1975_2

Theres a link online to make a complaint have you tried that.
if you go onto the directgov website,then money tax and benefits,then child benefit and theres a link to complaints. You can do it there. I will keep looking for a number for head office and let you know if i find one.

Was the number 0845 302 1444 that you rang??