DWP said they called but they didn't and now have stopped my JSA

Rallydrive

Hi.

 I applied for JSA after being made redundant. I received a text saying that I had a phone interview on the 11th at 10.45 and if I didn't take the call I would not get JSA. I waited half an hour but received no call so rang them. When I eventually got through to someone, who accidentally hung up on me, then eventually got through again (to the same person) they basically said there was a note on my system that they had called but I had not responded. There is no record of them calling me on my phones call log record. Is there a way of proving to them that I did not receive a call from them. A screen shot of my call logs would not be proof I don't think as I can delete individual calls from that. I got absoluteley no help from the woman on the phone, all she did was keep repeating a script saying, as I didn't accept the call my JSA claim would now not be accepted etc...She may as well have been a robot for all the help she was.

NedS

Call into the jobcentre, with your phone, and speak with a person. They will be able to help you.

poppy12345

They don't always ring exactly to time. Is it possible that they tried ringing when you were ringing DWP? Do you have call waiting actived on your phone?

Rallydrive

I sat with my phone from 10.40am and rang them at  11.12am. I had no calls during that time. If call waiting means I can receive calls while I'm talkiing on the phone then yes that is activated (I don't know how to turn that on or off) because that happens.There are no call logs from them during that time.

MalMonroe

poppy12345 said:

They don't always ring exactly to time. Is it possible that they tried ringing when you were ringing DWP? Do you have call waiting actived on your phone?

But they said that the OP had not responded, which wasn't true since they were waiting for the call. Even if the OP had been on the phone when someone called a message would have let them know that they were on call waiting. Then they could have either left a message or tried again. On my phone they can, anyway. 

poppy12345

MalMonroe said:

poppy12345 said:

They don't always ring exactly to time. Is it possible that they tried ringing when you were ringing DWP? Do you have call waiting actived on your phone?

But they said that the OP had not responded, which wasn't true since they were waiting for the call. Even if the OP had been on the phone when someone called a message would have let them know that they were on call waiting. Then they could have either left a message or tried again. On my phone they can, anyway. 

If call waiting isn't activated then the person calling obviously isn't going to get that message. Not everyone has call waiting activated, my daughter doesn't.

MalMonroe

Rallydrive said:

Hi.

 I applied for JSA after being made redundant. I received a text saying that I had a phone interview on the 11th at 10.45 and if I didn't take the call I would not get JSA. I waited half an hour but received no call so rang them. When I eventually got through to someone, who accidentally hung up on me, then eventually got through again (to the same person) they basically said there was a note on my system that they had called but I had not responded. There is no record of them calling me on my phones call log record. Is there a way of proving to them that I did not receive a call from them. A screen shot of my call logs would not be proof I don't think as I can delete individual calls from that. I got absoluteley no help from the woman on the phone, all she did was keep repeating a script saying, as I didn't accept the call my JSA claim would now not be accepted etc...She may as well have been a robot for all the help she was.

Well if your JSA claim will not now be accepted, DWP will have to write to you telling you that and giving the reason why. You then have the right to appeal against the decision.

But I would try phoning again and ask to speak to a manager, naming the person who was supposed to call but didn't and reporting what she said when you did manage to speak to her.

You could try to do what NedS suggests but are Job Centres open again? If so that might be a good way to get a more sensible response. 

huckster

Yes Job Centres are open, so you could visit them.    There are issues with mobile phone networks in some areas, where the person phoning gets a ring tone, but the person being called does not receive the call.  I don't know why this is the case, but I have had this and have heard of other people experience same. 

You could call 0800 055 6688 to request appointment at the job centre. Take two forms of ID proof with you.