Waiting for barcode

Dirtypunk76

Thank you to everyone here, you've been such a great help and consolation while navigating something I never thought I would have to. 

I've applied for a DRO through StepChange. I had an email asking me to call them about a query over income. 

I had to phone the DRO team whose lines are open 9-5, mon-fri, which is a bit unfortunate if you don't want everyone in your office to know you're applying for a DRO! But anyway. I shan't complain since I'm just incredibly grateful that I have this opportunity.

So I called the DRO team at lunchtime, and was in a queue for over an hour, and the phone was answered by, frankly, what I can only assume was the work experience lad. He sounded a bit gormless and half asleep and confused about where he was.

I explained I'd been asked to call because of the query about my income, he put me on hold for another 15 minutes, and then just came back and said "No, everything is all in order and we'll send a barcode out to you" (luckily I read this forum so I know what a barcode is....he made no attempt to explain what it's for!). My assumption is that during that 15 minutes a senior colleague looked over my application and OK'd it?

So I asked if that would be sent by post, he said no, by email. I double checked "so that's everything, you don't need anything else from me?" No.

As you can imagine I needed to get off the phone and back to work and frankly couldn't believe it had been so easy and wanted to end the call before someone changed their mind!

So my question is....it's now been 2 days, should I have had the email by now? Or is there still more admin at their end and there might be a wait for it? If so that's ok, I just to make sure I haven't missed it. 

JonVarnas

Did he mean a barcode to pay the fee for the DRO? Mine was sent by post as I paid it at the Post Office.

Looking back on when I did my application they answered email queries in around three days as the advisors were working from home, which is probably still the case. Just wait another day or two and start chasing them up.

Dirtypunk76

That's right. When I asked if that would be by post, he said no, by email.

But I wonder now if that has to come from the insolvency service, since it's them the fee goes to. Would make sense. 

sourcrates

It should come in the post along with a copy of the DRO paperwork, mine was a big thick letter.

Unless they have started sending everything by email now, I don`t know, but if they did, you would still have to print out a copy as the post office have to scan the barcode, unless it`s all electronic now, who knows lol.

Give it a week, then try contacting them again.

Dirtypunk76

Thank you - to be honest my whole experience seems to have been much less "hands on" than others have reported on here.

For example, I've barely spoken to anyone, and haven't provided any proof whatsoever apart from payslips. Haven't spoken to an advisor. Nothing. I've garnered everything I know from this very forum (which to be perfectly honest suits me fine!).

So - I'm wondering if, between covid and cost of living crisis, they are swamped and have also moved to more online based system like so may other places?

Who knows. Thank you for the advice, it makes me slightly less concerned that I haven't received it yet. 

I'll report back for the benefit of others who may have the same query in future!

JonVarnas

Don't worry too much about it. TBH, the contact with Stepchange is usually minimal. Once you've gone through the application call with them you shouldn't really need to have contact with them again until you need to tell them you've paid the fee and they submit your application to the Insolvency Service. It's all whirring away in the background and may take a bit of time due to loads of their advisors working from home, plus they've relaxed the eligibility criteria a bit so are probably more busy.

Once you've paid the fee the process really accelerates: I paid mine at the post office on a Friday, called Stepchange the same day and they sent my application. It was approved the following Wednesday and that was it, all my debtors were notified by the IS and I never heard from any of them again. One of the best decisions I made was getting a DRO, just wish I did it sooner.

RichinFriends

I applied for DRO, after speaking with an advisor, they said they'd email my DRO application, bar code and a What next information leaflet. Email arrived a week later. Unfortunately, there was an amendment and that email I sent hasn't been responded to yet - it is now a further 7 days. Their emails state please wait 12 days before getting in touch with them.

I have paid the DRO fee anyway so as not to delay further. Quicker to pay at Post Office, they just scan your electronic letter.

Trying to get through on the phone can indeed take an hour. I imagine they are swamped at the moment. In my life, waiting is awful but the bigger picture is that it's a few weeks further to wait and a whole different life after DRO ended.
Good luck.

UPDATE: I received an email today asking me to pay my DRO. So, they haven't read my email to them of 8 days ago yet. Calling them rather than further clogging up the inbox.

Dirtypunk76

Thanks for letting me know that, up until now I hadn't heard a single other person say it was coming by email!

Yes, today is exactly one week since the phone call, still no barcode, so its useful to know that 12 days is a better yard stick. 

I have tried asking the regular helpline, but understandably they tell me I have to call the DRO team.

I don't want to sound ungrateful, assuming this goes ahead it will change/save my life, but I do not understand how they can be only open 9-5, mon-fri. The entire universe is going to call at lunchtime, so it's pointless calling, and I'd rather not share all my business with the rest of the office during business hours, so.....when am I supposed to phone exactly?

Having said all that I expect they are flat out at the moment and I don't envy them. 

Dirtypunk76

Hope you get your situation sorted soon Rich!

Dirtypunk76

10 days later.....finally got an email today......

"Thank you for your recent call. We need to speak to you about your budget. Please call between 9-5, Mon-Fri"

Gaaaaaaaaaah!

RichinFriends

@Dirtypunk76 How are you getting on?