Trying to pay ni shortfalls..calls do not happen

MaggieDN

Your advised us to check our NI contribution for gaps.  This I did.

Gaps found . 

You advised us to complete the on line application within the deadline with a view to paying for gaps and increase our pension payments over the long term. This I did.

Then we have to wait for a text and a call.

The texts come advising you to be available. You cancel plans , sit by the phone, desperate not to miss the call which thinking of the Two attempts rule.

The calls never come, and if they do they cut off.

You call back and AI state you were called by DWP but you were unavailable.

This is not the case… we wish to communicate…

Yet we are held to ransom over the two attempt to contact rule after which you can no longer proceed? 

It’s a one way street with barriers held by DWP.

Why can’t we call someone in that department. I was told they do not take calls.

Why can we not obtain our shortfalls and pay for them online.

The scammers know we are waiting for calls from either an 0800 number or withheld.

I received a call from a lady who said she was from DWP and gave her the personal details she asked. She did not proceed with any advice re the payment of missed contributions but simply said an expert would call  me.  Who is calling me…?

Again sat here all day today waiting for their call following another text yesterday 

No call.  

This is a broken system and a data protection risk.

Don’t advise us you will be calling, giving rules for us to be available.. and not call.

Any other industry would be held to account. 

When I looked to make a formal complaint .Gov states to first discuss your issue with the department concerned.  

Tell me how? When the department concerned is unreachable.

I despair 

It makes me question.. is this the aim? To make it so impossible people will either give up trying or be swiped off due to the two strike rule. 

JoeCrystal

Could you not send a cheque with the letter saying what year you want to pay for and just send it through the post? That's how I did it few years ago. I assume that's still work?

MaggieDN

Unfortunately their process is I have to wait for their call. 

The telephone advice is the same.. the A1 says a member of the DWP pensions team will be call you. 

DRS1

Do not despair.  Look at the last post on page 5 of this thread
DWP/HMRC didn't call - Page 5 — MoneySavingExpert Forum
They do say calling at 8 am is the key to getting through

MaggieDN

I’m considering a complaint..

To Whom It May Concern,

Re: Formal Complaint Regarding Inaccessible Communications and Failure to Facilitate NI Contribution Payments

I am writing to raise a formal complaint about my ongoing and unresolved attempts to pay voluntary National Insurance contributions in order to fill gaps in my record, following official advice provided via GOV.UK and government guidance.

Despite following the required steps—checking my NI record, submitting the online application within the specified deadline, and awaiting further contact from the DWP or associated department—I have encountered multiple systemic failures which have made it virtually impossible to proceed.

The issues I wish to formally raise include:

1. Missed or Failed Calls: I have not received the promised follow-up calls to enable me to complete the payment process. On the occasion when a call did appear to come through, it is either cut off immediately or presented with no caller ID—causing both security concerns. Today was another planned call which did not arrive.

2. Inability to Reconnect or Respond: When I attempt to return the missed call or reconnect with the correct team, I am told the department does not accept incoming calls. This renders me completely powerless to resolve the matter or even confirm my availability.

3. Two-Attempt Rule: I have been informed via the text messages that only two attempts will be made. This “two strikes” policy, combined with your one-way communication system, is arbitrary and unfair—especially when the failure is due to technical or system issues, not user inaction.

4. Data Protection Concerns: I received a call from a woman claiming to be from the DWP who requested personal details but gave no further advice on my NI gaps. She said an expert will call you raising serious concerns about identity verification, phishing, and the risk of fraud due to ambiguous and inconsistent contact methods.

5. Lack of Communication Options: The official GOV.UK guidance says I must speak with the department involved before submitting a complaint. Yet that department is, by design, unreachable. This creates a closed loop where resolution is impossible.

6. Obstruction to Entitlements: I followed all guidance to take the responsible steps necessary to secure my  State Pension. The failure of your systems and procedures is preventing me from doing so, and may result in long-term financial loss.

I am formally requesting:

• A secure, scheduled contact method (e.g. email or letter) to confirm what I owe and how to pay.

• A clear path forward to ensure I can complete the process without being penalised for communication failures beyond my control.

Please treat this as a formal complaint and confirm receipt. If I do not receive a satisfactory response within the appropriate timescale, I will escalate this to the Independent Case Examiner. 

A copy of this complaint will be sent to my Member of Parliament.