No benefit payment & 1st April changes.

ERICS_MUM

Several people on here have offered to pop round with some food to tide you and more importantly your young family over, but we would need a rough idea of where you live.

Horseunderwater

To Alexandra

Just thought I'd mention that if the bank does bounce the DD's due to the money not being present, then keep all letters detailing the charges and get them paid back by DWP as they failed to pay your benefit on the day it was due, you have that right. Not many know this so thought I'd mention it. My bank charges £35 per failed item and if yours is similar you do not need that on top of it all.

Hang_Tight_Harry

ERICS_MUM wrote: »

Several people on here have offered to pop round with some food to tide you and more importantly your young family over, but we would need a rough idea of where you live.

It's not needed now and the OP may prefer not to divulge such information. I agree she needs to stockpile essentials such as cans of soup, beans etc as well as pasta and packet sauces.

Whiteknight

alexandrajj wrote: »

Can't remember who asked if I have a partner, but no I don't.

I spoke to someone at the church today and whilst they don't run a foodbank, they said they'd sort something & took my details. Had the Easter meal at the church and middle of the afternoon someone came round to our house with enough stuff for 3 meals a day at least until Tuesday. Someone's been clearing out their cupboards. Was very grateful so we're sorted until Tuesday when I can try to sort a payment out or at least get proper foodbank tokens. Nicest thing was there were 3 big chocolate bars in one carrier and the man said its not an Easter egg but its still chocolate. I thought that was a really nice touch for the kids.

I am sure you are touched that so many people were so concerned about your situation that offers of bringing food to you and the children were made. An earlier update about the help you had from the church might have helped to put minds at ease.

CharmCaster

Hang_Tight_Harry wrote: »

It's not needed now and the OP may prefer not to divulge such information. I agree she needs to stockpile essentials such as cans of soup, beans etc as well as pasta and packet sauces.

I keep a 'doomsday' box upstairs that I buy an item for regularly and keeping it out of sight stops me from pilfering when I run out of something! As we're so rural it's meant for times when getting into town is a problem (weather etc) however, it would be a godsend in circumstances such as this and highly recommend it.

epitome

mikey_bach wrote: »

You CAN

The CC will more than likely not do so and only issue a standard callback. Part of the problem is that there is no guidance to refer to, no clear handoff (HO) instructions given to agents. They have to go by what they have been told verbally. They will not risk a Jif by sending the wrong HO so they will do as they are told and send a standard. Maybe you should send a few jifs to people who send a standard when they should have sent a priority, that would cause a stir.

The reason she has phoned so many times and been told "it will be there tomorrow/today" is because there must be a note that mentions pymt. It may be a very poorly worded note or it may say "to be paid by FEP tomorrow" so they told her "it will arrive tomorrow" ......when tomorrow came and no payment they would say "it will there today by 5pm (bank closing time)" But the BC probably never got around to releasing the payment "today" so she gets no money. There is no way of telling if a FEP has been done other than reading the notes. and because they worry about sending uneccessary HO because of statistics they won't do it.

or if they do send the memo they fail get the info we need when it clearly states in the notepad whats required..

Or vice versa a callback has been requested, the BC rings the phone once (instead of 3 attempts) and does not leave the answer to the question in notes resulting in the need for another call.

They can view the dialogues and payment screens and can see due dates and if the payment has gone out. Also outstanding case controls that will stop payments.

Except that they are not trained in the intricacies of those systems. And even for the best of them at some point they have to trust in what the note says..... that a FEP will be made.

HB58

OP, I have only just read this thread, I am so glad that your church have shown some real charity and brought you some food!

mikey_bach

epitome wrote: »

The CC will more than likely not do so and only issue a standard callback. Part of the problem is that there is no guidance to refer to, no clear handoff (HO) instructions given to agents.
There is
They have to go by what they have been told verbally. They will not risk a Jif by sending the wrong HO so they will do as they are told and send a standard. Maybe you should send a few jifs to people who send a standard when they should have sent a priority, that would cause a stir.
A priority is a standard that has to be sent twice

The reason she has phoned so many times and been told "it will be there tomorrow/today" is because there must be a note that mentions pymt. It may be a very poorly worded note or it may say "to be paid by FEP tomorrow" so they told her "it will arrive tomorrow" ......when tomorrow came and no payment they would say "it will there today by 5pm (bank closing time)" But the BC probably never got around to releasing the payment "today" so she gets no money. There is no way of telling if a FEP has been done other than reading the notes.
Check out 502 and CPS
and because they worry about sending uneccessary HO because of statistics they won't do it.
They dont worry about sending hand offs lol

Or vice versa a callback has been requested, the BC rings the phone once (instead of 3 attempts) and does not leave the answer to the question in notes resulting in the need for another call.


We have to log in to the system not possible


Except that they are not trained in the intricacies of those systems. And even for the best of them at some point they have to trust in what the note says..... that a FEP will be made.

They are not just plucked off the street they have training, some are more experienced then us, remember before some offices came contact centers they were BDCS, processing claims, changes etc etce
.
Its not a case of a stand off between the BDC and the Contact Center
I have every respect for the job they do.... We cant do our job if they dont do theirs

I just think the OP has been badly let down by the system and thank goodness for the Church..... and I am leaving it there now
I just hope she gets it sorted tomorrow
Am sure she will

epitome

With the greatest respect, I'm afraid you don't know what you are talking about.
They don't have access to CPS
They are hammered for sending too many HO
They are not given clear written instructions on HO protocols
The training is poor

Surely you should be logged in all the time? and the short access time it takes to write a note on a file would save everyone a lot of time including yourselves.

mikey_bach

With the greatest respect, I'm afraid that you don't know what you are talking about either

but you obviously know more then me

But I am sure you agree the system has let the OP down....