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ESA account fault
Jahlove
Posts: 78 Forumite
Hi a friend of mine is having a issues resolving an issue with his ESA
Basically, he changed his addressee earlier this year to which he thought was all ok until one week his money failed to go into his bank.He rang them up and was told that a suspension was placed on his account because he failed to notify them of a change of addressee! He told them that he had indeed changed his addressee earlier in they year.They then asked him to give his new addressee again over the phone which he did and they replied with "Thats strange as thats the same addressee thats on we have on file"
He was told someone would ring him back later and when they did they apologized and explained that had now removed the suspension because it was a fault with the computer system and a payment would be sent fast track into his bank by the end of the day which they did and all was fine.
Untill 2 weeks later when he was due to be paid again nothing in his bank so he rang up once again, and they told him his account had faulted and needed to be deleted and rebuilt into the system, again they sent out another fast payment,
2 weeks later, AGAIN no payment on payday, ring sup again and is told they person who was supposed to delete and rebuild the account failed to do so and not to worry as they will get somebody to sort it this time, another fast track payment was sent out
2 weeks later, NO payment AGAIN, this time somebody has indeed rebuilt the account due to having a fault, but this time another suspension has been put on the account because he did no attend an interview in the job center! He has explained all of this previous hassle and that his account was faulted and sending letters to his old addressee even tho his new one was on the system there fore this letter which he did not receive has obviously also been sent to his old addressee with all the other letters that they have had returned.
Everybody he speaks to on the phone now just keeps passing him to different departments and saying we will send a email to this person and that person and has now been told to phone back in a few days!
He has no money now, expected payment Monday none of this is his fault and nobody has the power to sort it on the phone, when asked to speak to a manager hes told nobody is available.
Every time he rings he has to repeat the same thing over and over again and just gets told we will send a email to this person etc. its been 2 days now and nothing has been sorted and he still has no money.
Anybody got any advice that could speed things up?
Basically, he changed his addressee earlier this year to which he thought was all ok until one week his money failed to go into his bank.He rang them up and was told that a suspension was placed on his account because he failed to notify them of a change of addressee! He told them that he had indeed changed his addressee earlier in they year.They then asked him to give his new addressee again over the phone which he did and they replied with "Thats strange as thats the same addressee thats on we have on file"
He was told someone would ring him back later and when they did they apologized and explained that had now removed the suspension because it was a fault with the computer system and a payment would be sent fast track into his bank by the end of the day which they did and all was fine.
Untill 2 weeks later when he was due to be paid again nothing in his bank so he rang up once again, and they told him his account had faulted and needed to be deleted and rebuilt into the system, again they sent out another fast payment,
2 weeks later, AGAIN no payment on payday, ring sup again and is told they person who was supposed to delete and rebuild the account failed to do so and not to worry as they will get somebody to sort it this time, another fast track payment was sent out
2 weeks later, NO payment AGAIN, this time somebody has indeed rebuilt the account due to having a fault, but this time another suspension has been put on the account because he did no attend an interview in the job center! He has explained all of this previous hassle and that his account was faulted and sending letters to his old addressee even tho his new one was on the system there fore this letter which he did not receive has obviously also been sent to his old addressee with all the other letters that they have had returned.
Everybody he speaks to on the phone now just keeps passing him to different departments and saying we will send a email to this person and that person and has now been told to phone back in a few days!
He has no money now, expected payment Monday none of this is his fault and nobody has the power to sort it on the phone, when asked to speak to a manager hes told nobody is available.
Every time he rings he has to repeat the same thing over and over again and just gets told we will send a email to this person etc. its been 2 days now and nothing has been sorted and he still has no money.
Anybody got any advice that could speed things up?
0
Comments
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looks like the best bet will be to get his MP involved,and he should tell them thats what he is doing,hopefully that will put a rocket up their $%^&0
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Phone the DWP and ask to speak to a Customer Manager, it will require a call back, make sure they take note of their name, they are supposed to get these things sorted.0
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Thank you, i have just rang my friend and advised him to call them again in the morning, and mention to them that he will be getting his mp involved if it is not sorted out that day and also ask to speak to a customer manager.
I will let you know how he gets on.0
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