DWP Debt Management

A1Mellybear_007

Hi, I'm new to this forum and really hope someone can help me. Apologies for the lengthy post.
My current situation is that my husband noticed last week that his ESA payment was short of £78.90. On calling ESA they were unsure of why a deduction had been made and explained that they would contact my ESA payment office who would then contact DWP Debt Management and would get a call within 3 working days. No call was received after 3 days so therefore called Debt Management myself. Explained that we were unaware of why they had made these deductions as we had received no correspondence regarding this. They advised that it was for tax credits overpayment relating back in 2011 totalling £2,970. They advised that £78 has been set to come off until October 2023. I was advised to contact Tax Credits to which I did. After 1 hr 10 min wait to get through the advisor confirmed that I didnt have any overpayment and that they didnt request Debt management to make any deductions as I didnt owe them anything. They advised that i was to call back DWP Debt management and inform them that they did send any request and that no overpayment is outstanding. The advisor said that she cant remove the alleged deductions or debt as they have been instructed to collect it. I was again told to contact tax credits which I done. After again waiting on hold for over an hour the advisor confirmed  that she and other 3 colleagues confirmed I have no overpayment. I asked if she could contact them to confirm this, however, she said she couldnt do this as theres no overpayment to confirm . I was told to again to contact debt management and tell them that the error must be within their department.  Called Debt management and got the rudest person ever where she said there was nothing she could do and then the ultimate derogatory comment from her and I quote was I've been on this call to you now for 17 min on repeat that there is nothing more I can do and we will have to agree to disagree. I unfortunately then broke down and felt so worthless and powerless. The absolute cheek of her stating 17 min, when I have spent hours calling  back and fro and getting nowhere and feeling so stressed . Please if anyone has any suggestions I would be so grateful. 
Thanks Mel

sammyjammy

First thing is to make a complaint around the debt management call, calls are probably recorded.

I think the next thing to do is to do an Access request for all the info Debt Management hold on you and take it from there otherwise you'll just keep going back and forth.  In the meantime you could try asking for deductions being suspended whilst you ascertain what has happened.

A1Mellybear_007

Thank you for the quick response and advice. It's very much appreciated 

Alice_Holt

I'd suggest:

i)  Contacting your MP, and asking them to intervene with DWP Debt Management.

ii) A formal letter of complaint to DWP Debt Management.

iii) Asking TC to confirm in writing that there is no debt -  you can then follow up with a copy sent onto DWP Debt Management.

 

A1Mellybear_007

Thank you also Alice for you advice and support. I feel less stressed knowing all you kind people are here to offer  help and support