WTC with disability element

Gellar9

Kitten347 said:

What a worry for you Gellar.  After reading what you have posted, I checked my online account.  Mine appears to show the correct payments starting by a one off payment 10th, TWO payments on 11th June followed by set payments each month after that.  I'm not jumping for joy just yet as it could all change again.

It's just strange that things keep changing, yet no-one can actually tell me what's going on. I've worked in two call centres down the years, and if we didn't know, we'd find the department that did.

I hope everything on yours is right, imagine all those payments you were wrongly denied being paid back and everything being ok again. Well, until next time when migration happens.

Kitten347

I had a call this morning from DWP.  My heart sank when he said the advisor who phoned me Friday had no authority to do this as front line shouldn't do this Well she did try and find someone but no one was available.  However, he just confirmed what the payments are to be and disability element is back on.  As per what I was told Friday, either human or computer error.
I hope the advisor doesn't get in trouble over ringing me, I was really grateful for the trouble she went to after I'd waited 22 days for a decision.

Gellar9

Kitten347 said:

I had a call this morning from DWP.  My heart sank when he said the advisor who phoned me Friday had no authority to do this as front line shouldn't do this Well she did try and find someone but no one was available.  However, he just confirmed what the payments are to be and disability element is back on.  As per what I was told Friday, either human or computer error.
I hope the advisor doesn't get in trouble over ringing me, I was really grateful for the trouble she went to after I'd waited 22 days for a decision.

Was it definitely someone from the DWP and not HMRC?
Unfortunately a lot of places where you go above and beyond to help a customer, you get in trouble for it. It's happened to me many times, whether it be for wasting too much time versus money earned/saved, wasn't meant to let customers know about procedures or otherwise. A lot of people in Customer Service jobs want to help, but companies hold them back and training teaches you to do your best for the company/organisation, not necessarily the best for the customer. Fortunately their are enough of us rebels who like to treat customers as we would want to be treated.
Hope to hear that your payments go in your account as they suggest will happen.

poppy12345

Kitten347 said:

I had a call this morning from DWP.

For tax credits it wouldn't have been DWP, it would have been HMRC.

Kitten347

Thanks both of you. Yes, I meant HMRC - got confusticated!!

Gellar9

I was paid today, then had a text saying it could take up to 8 weeks to sort all of this out (was this week, then 3 weeks, then November, then 8 weeks). Telephoned them again and they will call me tomorrow or Thursday, but can't tell me anything over the phone today as it's a different department.

Kitten347

This really isn't good Gellar and what a worry for you.  I noticed you mentioned November before and thought it was a typo mistake!  November???? Can you imagine if we kept them waiting for information all this time?  I just dread dealing with them and heaven forbid we make a mistake.  Problem is, we can only speak to the front line advisors and as I found out on Monday, they aren't supposed to tell us much.  Total nightmare for you.

Gellar9

The chap was very friendly and offered to organise the call for me at a fixed  time (to the minute)  of my choice, either tomorrow or Thursday, without me asking, when somebody could have done that previously. Luckily I got one of the good guys today.
Now all I need is somebody to follow the on screen instructions 

Gellar9

Phew!
Lovely lady from Tax Office just called me, asked me the same questions that were on the form and then said everything was fine, payments will continue and a note will be put on the system so they don't check my eligibility again anytime soon, but to tell them if anything changes or is incorrect on the letter that has been sent out to me.

What a huge relief!

Anybody else that has posted have any updates?

Kitten347

That’s good news for you and such a relief after weeks of worry. The front line advisor that was so helpful last week, even though she probably got in trouble for helping me, phoned me again yesterday as she’d promised. Just to make sure all is now ok. Yes, expected payments are now in my bank account.
if only this mistake could have been sorted sooner but at least for you and myself it appears to be back to how it should have been.
How is everyone else getting on?