DWP Budget Loans problem

suitedandbooted

Hi
I have received several budget loans over the years and have been paying these back every week, however, as more and more money was being deducted I felt that something was wrong. I asked and received a printout of all the loans I have received and the amounts taking to pay them back and discovered two things.
1) There were 3 loans that I did not receive
2) the amount deducted was more than the amounts they claim to deduct
Upshot is that I have overpaid by over £1700!
I wrote to DWP inc. bank statements etc and the problem I have is that DWP will not answer any letters that I have sent them regarding this matter and continue to deduct £25pw off my benefits.
Does anyone know where I go from here?

~Beanie~

Have you tried ringing them?

suitedandbooted

yes, but all I get is that its another department that deals with this and your call will be marked on the system, or, its another department but I will email them to call you back...no one ever calls back!

missapril75

It's very common for people to lose track of the loans received and what was paid back.

Sometimes there has been a computer problem with an individual person and it was absolutely impossible to maintain their records on the computer.

When that happened, people were paid "clerically" just like before their computer systems came in. Did anyone ever say something like that to you? Or wrote "clerical" as part of a reference number?

Sometimes when that happened, deductions would be made (clerically) and it might occasionally have been the case that the social fund records didn't reflect that. They were able to maintain their own computer records while the benefit paying computer records were still blocked, if you see what I mean.

Be aware that people often dispute things like this wrongly, so if you've had a lot of 'activity' regarding applications and repayments, it's a very big job for them to look into it.

If you are absolutely convinced, it might be best to initially focus on those three payments you feel you didn't even receive.

Ask them to trace how the payments were made and prove your receipt of them - be that giro with a signature or bank proof.

If you didn't get those payments then somebody did. Who?

suitedandbooted

Thanks for the reply and I do understand but can only tell you what I have been given and that is screen prints from their computer showing all budget loans to date and amounts that have been taken off my IS.
I searched my bank account for the amounts to check that I had received them and that's how I found out about the three that I have not.
I have never had a postal order etc as all had been put into my bank and these ones also carried a large payback i.e. £25 pw and I would never agree to such a huge amount taken off as I could not afford it.
I then looked at my weekly IS payments and saw that far more was being taken off than they claimed.
I put all of this into a speadsheet and sent it off to them, asking them to investigate as I cannot rule out errors on my part until I see the proof!
I have never heard of 'clerical' nor has it been written anywhere.
My problem is that DWP just ignores me and will not enter into written or verbal dialogue with me.
I am wondering whether this is a 'clerical' error or fraud.
I think it unfair of DWP to take from me all this money when I do not owe it and they state that I still owe them £535 which means that I will still be paying money for the next 6 months!
All I would like is for someone at the DWP to look into this.

Darlyd

Try your local mp?

benefitbaby

You should send a further letter (recorded delivery) marked "complaint" this should trigger the complaints procedure and ensure you get a written response. You may also wish to consider making a Freedon of Information request for copies of all the IS and budgeting loans info they hold for you so that you can check/compare the info you have.

Complaints: https://www.gov.uk/government/organisations/department-for-work-pensions/about/complaints-procedure

Freedom of Info request:
https://www.gov.uk/government/organisations/department-for-work-pensions/about/personal-information-charter

As noted previously you should consider escalating to your MP if the complaint does not remedy the situation.

sammyjammy

Also mark it for the attention of the BDC Manager, with their name if you know it. If you don't know it then PM me the name of the office that deals with your claim and I'll find out for you on Monday morning.

missapril75

suitedandbooted wrote: »

I searched my bank account for the amounts to check that I had received them and that's how I found out about the three that I have not...and these ones also carried a large payback i.e. £25 pw and I would never agree to such a huge amount taken off as I could not afford it.
I then looked at my weekly IS payments and saw that far more was being taken off than they claimed.
I put all of this into a speadsheet...

Okay, that is a very convincing argument.

darlyd wrote: »

Try your local mp?

Yep.

benefitbaby wrote: »

You should send a further letter (recorded delivery) marked "complaint" this should trigger the complaints procedure
As noted previously you should consider escalating to your MP if the complaint does not remedy the situation.

I'd go straight for the MP route. You've done more than enough 'complaining' and nobody is listening.

suitedandbooted

I have already been through the complaints procedure first one went unanswered so sent second one to head of dept (Blackpool) it has also went unanswered!
Thanks for all the advice and will see my MP!

Adereterial

benefitbaby wrote: »

You should send a further letter (recorded delivery) marked "complaint" this should trigger the complaints procedure and ensure you get a written response. You may also wish to consider making a Freedon of Information request for copies of all the IS and budgeting loans info they hold for you so that you can check/compare the info you have.

Complaints: https://www.gov.uk/government/organisations/department-for-work-pensions/about/complaints-procedure

Freedom of Info request:
https://www.gov.uk/government/organisations/department-for-work-pensions/about/personal-information-charter

As noted previously you should consider escalating to your MP if the complaint does not remedy the situation.

OP - please ignore this advice. You cannot request personal information (even your own) under the Freedom of Information Act. DWP will have no choice but to refuse such a request.

You need to make a Subject Access Request under the Data Protection Act. Organisations can charge up to £10 to provide your information, but DWP currently does not do so. You just need to write a letter specifying what information you want under the DPA and DWP will provide it. Note, they have 40 days to do so.