DWP Paying me erroniously

TELLIT01

DWP in general, and its IT systems in particular have been broken for years.  Virtually every system I worked on required manual adjustments to some claims because the systems didn't work as they should.  This despite some of the systems being in use for decades.  The site I worked on was a pilot for one system so we had staff on site from the company who developed the software.  At one meeting their staff were bombarded with complaints about errors.  The response "We weren't paid enough to do the job properly"!  As we said, they must have bid for the contract so it's their fault if (a) they bid too low or (b) they accepted changes to the spec of the work without demanding additional payment.

calcotti

UC IT system was, as I understand it, brought back 'in house' because (uncharacteristically) the government recognised that out sourcing it was too inflexible and made making updates very cumbersome. (I suspect that was more o do with the procurement contracts than the IT developers but that is incidental.)
In theory the UC is now very responsive to identified problems and I think has software tweaks every fortnight - however there remain many things that require manual intervention which I would have thought could be designed out. Nothing the software can do, of course, to iron out conceptual flaws in benefit law.

Carlsdad

I don't know whether this has been broached previously on this thread, but there has been some sort of computer error regarding the Winter Fuel Payments to ex-military claimants. Somehow, they have been shown on the records as being out of the country on the qualifying date for this benefit. I suspect that I am unfortunate enough to be amongst this group, as I have not yet received my WFP, which is usually paid into my bank account by the end of the first week in November. So far, attempting to contacting DWP has proved impossible, with a recorded message telling me the lines are not in use. The administrator of our regimental association web page has become involved and emailed DWP for an explanation for this lack of phone contact. A nightmare.

poppy12345

Carlsdad said:

I don't know whether this has been broached previously on this thread, but there has been some sort of computer error regarding the Winter Fuel Payments to ex-military claimants. Somehow, they have been shown on the records as being out of the country on the qualifying date for this benefit. I suspect that I am unfortunate enough to be amongst this group, as I have not yet received my WFP, which is usually paid into my bank account by the end of the first week in November. So far, attempting to contacting DWP has proved impossible, with a recorded message telling me the lines are not in use. The administrator of our regimental association web page has become involved and emailed DWP for an explanation for this lack of phone contact. A nightmare.

This thread isn't regarding the WFP. Although there has been threads regarding this, if you use the search bar.

Spoonie_Turtle

Carlsdad said:

I don't know whether this has been broached previously on this thread, but there has been some sort of computer error regarding the Winter Fuel Payments to ex-military claimants. Somehow, they have been shown on the records as being out of the country on the qualifying date for this benefit. I suspect that I am unfortunate enough to be amongst this group, as I have not yet received my WFP, which is usually paid into my bank account by the end of the first week in November. So far, attempting to contacting DWP has proved impossible, with a recorded message telling me the lines are not in use. The administrator of our regimental association web page has become involved and emailed DWP for an explanation for this lack of phone contact. A nightmare.

I don't know whether you read the first page but this is completely different - they've been playing someone's pension (and pension credit, shown on page 2) into OP's account regularly, every week.  They have also incidentally paid the same person's WFP into OP's account but the problem started well before that.

The WFP threads are likely to be (at the moment) on page 2 or 3 of this forum.

John72Oliver

For those still interested in this now rather old matter; The DWP have sent me a second incorrect bill and I have referred the matter back to my MP again. Not only is my MP going to continue to represent me in the matter but is also addressing the Secretary of State and is addressing written questions to the DWP which will be logged in Parliament.

The thick plottens!

TELLIT01

I wish I could say I'm surprised at the level of incompetence within DWP but to do so would be lying.  I am a little surprised that they didn't get their acto together once the MP got involved.  Maybe the MP involvement isn't a shock to the DWP any more.

John72Oliver

For the benefit of anybody still interested; I have finally come to an agreeement with the DWP over the amount of monies owed. They included clear instructions on how to return it to them which I followed to the letter. Upon receipt of my cheques the DWP returned them to the bank basically saying that they had no idea what the cheques were for, despite each one being marked with the reference number that they provided me with so that they would know what the cheques were for. They also provided me with a direct telephone number to contact the case handler on should I need to discuss the matter. They do not answer when I call. At all. I have again had to go back to my MP. I have asked her to convey to them that if they want the cheques they will have to come to my house and I will exchange them for a receipt. I've had enough. My thinking now is that if this gets drawn out enough they will eventually have to take me to court, at which point I can pay them and they will be forced to accept the money.

Alice_Holt

John72Oliver said:

For the benefit of anybody still interested...

... Upon receipt of my cheques the DWP returned them to the bank basically saying that they had no idea what the cheques were for, despite each one being marked with the reference number that they provided me with so that they would know what the cheques were for....

... They also provided me with a direct telephone number to contact the case handler on should I need to discuss the matter. They do not answer when I call. At all. I have again had to go back to my MP. 

       What a sorry tale of systemic incompetence.
 

    You may wish (via your MP) to seek financial compensation for your expenses and time in trying to sort this out and putting things right.

  https://www.gov.uk/government/publications/compensation-for-poor-service-a-guide-for-dwp-staff/financial-redress-for-maladministration-staff-guide

"What is maladministration?

1.2. Unfortunately, we don’t always get things right first time. The term “maladministration” is not defined, but is sometimes used to describe when our actions or inactions result in a customer experiencing a service which does not match our aims or the commitments we have given. It applies to situations in which we have not acted properly or provided a poor service. 

Acting to put things right

1.3. When we get things wrong, we should act quickly to put matters right, regardless of whether the customer has made a complaint. We should:

• accept responsibility
• put things right
• learn from our mistakes "

Drawingaline

It is totally bonkers.

Maybe you should keep putting the funds into their own account and write your Will leaving the contents of the account to the DWP. That way they will get it all back eventually 🤷🤦