What is the next step when the mistake is theirs?

ITISME_3

I renewed my tax credits for my son at college.
Everything was fine it was done on the telephone.
In June they asked me to send a letter from the college for the claim 2013 to 2014. They were checking last years claim.
They said the information had to be sent to them by 11th July.

I posted it recorded delivery on the 9th July and rang them to tell them it had been sent. It was delivered to them by the 11th.
However I received a letter dated 16th July saying I had not sent the information asked for and a penalty might be issued.

I rang them and they said their postal section did not give them the information till the day after the decision they had the letter for 6 days and did nothing.

They said it could take up to 42 days and have stopped my new claim for benefit too. It is so unfair when the error is on their part..
What can I do?

Poppie68

Well posting 2 days before the deadline is cutting it fine to say the least not even taking into account that post can take time to be sorted, also the time it takes to be passed to the appropriate department due to the volume of mail being received daily.
I think all you can do is wait for its turn also take into account they are at there busiest time of the year.
Sorry also meant to say there is no error on their part as the postal wait is part of the postal process due to volume...thats why they always say post well in advance.

ITISME_3

I asked for help regarding the regulations.
They sent a letter dated 10th June which when it finally got here left very little time for any early reply.

They have done wrong they admitted they had the call telling them I posted it.
They have receipt of it being received on time they failed to send it to correct department.

I find the answers more about criticism than any real help.
I sent it in the time available to me. I cannot force a college to issue papers sooner than they can and this was last years application.

If they are so busy how did they manage to reply on the 16th July?

Would you please refrain from unnecessry and unhelpful criticism and provide any real information to deal with it. Wrote to my MP today given them the information asking them to intercede with them.

scootw1

ITISME wrote: »

I asked for help regarding the regulations.
They sent a letter dated 10th June which when it finally got here left very little time for any early reply.

They have done wrong they admitted they had the call telling them I posted it.
They have receipt of it being received on time they failed to send it to correct department.

I find the answers more about criticism than any real help.
I sent it in the time available to me. I cannot force a college to issue papers sooner than they can and this was last years application.

If they are so busy how did they manage to reply on the 16th July?

Would you please refrain from unnecessry and unhelpful criticism and provide any real information to deal with it. Wrote to my MP today given them the information asking them to intercede with them.

personally i think if they confirmed they had it on 11th then it was on time regardless of whether it went through on that day. you met the deadline to get it in on time. admittedly you left it a bit late so post it earlier next time but it was still on time. if they now say it could take 42 days then presumable they needed the letter by the start of the previous month for it to be sorted going by their own timescales.