CMS - flaw in the system causes £20 charge to both parents

OrangePerspex

I'm a NRP and have been paying CSA for years. The case ends soon as we are being moved over to CMS. I've written to the PWC to see what she preferred to do but no response (its been a fraught few months as she keeps throwing my teenage son out to my place, and then begging for him to come back). In the end I thought it best to make the application to the CMS myself, for Direct Pay, so I made the telephone call.

Was immediately charged the £20 application fee on the phone, and then told that the PWC had already opened a case so they were unable to proceed. However the £20 fee would not be refunded to me! In effect a charge of £40 overall. The CMS representative on the phone was perfectly polite but said there was no way of checking the database until the fee was paid, which seems to me to be just a way of squeezing more money out of people who are trying to do the right thing. I don't even mind if they refund the PWC the £20 instead of me, I just feel strongly that they shouldn't be allowed to take two fees for one case!

I know its only £20, but it has really bothered me as I have done everything correctly. I have received no notice of this case that has been opened (otherwise I would have saved my time and money).

shoe*diva79

I agree, this is wrong and if I were you, I would make an official complaint in writing. If the outcome is not that you get refunded, I would take it up with your local MP.

pmduk

I'm not trying to defend the system, but it's an application fee - if two applications are made there might be an argument that two fees are due. It isn't a fee per case.

shoe*diva79

You cant have 2 cases open for the same child tho so the CMS should check there is not an existing case before charging again.

pmduk

With the rubbish IT systems at their disposal is that even possible? Remember incoming payments can appear - and get stuck on 3 or 4 different systems,

Guest101

OrangePerspex wrote: »

I'm a NRP and have been paying CSA for years. The case ends soon as we are being moved over to CMS. I've written to the PWC to see what she preferred to do but no response (its been a fraught few months as she keeps throwing my teenage son out to my place, and then begging for him to come back). In the end I thought it best to make the application to the CMS myself, for Direct Pay, so I made the telephone call.

Was immediately charged the £20 application fee on the phone, and then told that the PWC had already opened a case so they were unable to proceed. However the £20 fee would not be refunded to me! In effect a charge of £40 overall. The CMS representative on the phone was perfectly polite but said there was no way of checking the database until the fee was paid, which seems to me to be just a way of squeezing more money out of people who are trying to do the right thing. I don't even mind if they refund the PWC the £20 instead of me, I just feel strongly that they shouldn't be allowed to take two fees for one case!

I know its only £20, but it has really bothered me as I have done everything correctly. I have received no notice of this case that has been opened (otherwise I would have saved my time and money).

Why did you need to open a case for direct pay?


Presumebly you know your income and you know her address.


Simply send her a cheque for the payment. Now you'll be paying extra % every month for no reason?

justontime

Guest101 wrote: »

Why did you need to open a case for direct pay?


Presumebly you know your income and you know her address.


Simply send her a cheque for the payment. Now you'll be paying extra % every month for no reason?

No, that's incorrect, you only pay a percentage if you are put on the collect and pay scheme. So if the payments are made to the PWC on time and in full there will be no charge except the application fee.

Guest101

justontime wrote: »

No, that's incorrect, you only pay a percentage if you are put on the collect and pay scheme. So if the payments are made to the PWC on time and in full there will be no charge except the application fee.

Good point, I wasn't thinking, I still don't see why the OP didn't just send a cheque (or deposit directly into the account)

shoe*diva79

Guest101 wrote: »

Good point, I wasn't thinking, I still don't see why the OP didn't just send a cheque (or deposit directly into the account)

Probably because many NRP will not disclose their income so make up their own figure with no way of the PWC knowing they are in receipt of the legal minimum. I was happy to pay a £20 application fee so that I know the NRP in my case is paying correctly. Good job I did as well - my assessment is £243 a month more than what he offered me.