NI Contribution Callback - Strange Response

nakaginphil

My wife had an NI callback a few weeks ago. She first received a text message letting her know to expect the call. However, when the call came the operator said that it was a "customer service" call. All she did was confirm the name, DOB and NI number, then said that there would be another call to address the issue at some time in the future. Has anyone else had this? I found it very odd, since surely they have all that information in the first place. I am now concerned that somewhere there will be be a record that a call was made and answered, "business concluded" and no follow up call will be received.

molerat

Yes, that is the way they are doing it.  I suspect the logic is they can use untrained staff to triage thus weeding out those that no longer wish to continue and set up the details for the trained staff to deal with coming straight in with customer details on the screen.