UC Review - Advice Needed

desolationstn

Can anyone give me some advice. I am at my wits end here. We have no Citizens advice in my town.

9 October 10.45am Statements requested

9 October 11.24am Statements provided 

10 October 9.59am Refused to accept pdfs despite these being what they asked for. Requested photos of paper copies. 

10 October I ask if I can take these to job centre for them to scan to my journal as my phone is very low spec and a photo may not be clear. Issac says no because it "can take quite a while for us to receive the information"

10 October 11.35am Took photos of paper copies and sent. Readable if you zoom in.

13 October 8.13am Refused photo of SAVINGS account as was a transaction list. Requested postal copies of actual statements.

13 October 9.52am Isaac apologises saying he has all of the requested statements

13 October 10.00am Issac phones to say he DOESNT have all the statements and needs Savings account statements. Doesnt provide an To Do for me to upload which I have to request

14 October 8.57am Upload actual statements from internet banking for Savings account as pdf.

15 October 8.13am Statements not accepted. No reason given which i query.

15 October 10.02am Isaac says there is no start and end balance on my savings account statements.

15 October 11.04am I notify him that the first line states balance carried forward.

15 October 11.10am Isaac states the balance carried forward is NOT the opening balance. He also states "if you look at the statements for your main account that were accepted...". NOTE THIS IS IMPORTANT LATER

15 October 11.22am I ask to speak to a supervisor or manager as Nationwide are not going to change their layout just because I ask them. 

15 October 11.40am Isaac refuses saying he cannot do this. 

15 October 11.44am Isaac requests paper statements. 

15 October 12.04pm I go to the branch,. They provide STAMPED statements and a covering letter stating the start and end balance to accompany the statements. They explain their savings accounts are on a different system and therefore the layout is not the same as the Current accounts

15 October 12.56pm I submit these statements mentioning they are identical to the previous ones (apart from the stamp)

19 October 7.15am I message asking if these are accepted as 23rd deadline is approaching. No reply.

21 October 12.33am I message saying only two days to deadline. Can you confirm if acceptable. No reply.

22 October 1.10pm After me ringing their phoneline, I am told they will respond by 6pm 24th October

23 October 9.20am Idara (? What happened to Isaac) replies saying they are acceptable.

nothing heard until today (6 November)

12.05pm When i wake I have a Message from Idira saying she tried calling me but i didnt answer (I was in bed exhausted and sleeping after a serious anxiety attack last night)

"Upon reviewing the document we have concerns it may not be an original bank issued statement. Specifically we noticed inconsistencies in the dates - including a footer timestamp referencing both 2023 and June 2025 - while the statement covers September 2025.

Additionally we need to see a statement covering June - September 2025 for the account into which your Universal Credit payments are made, as this is essential for your ongoing review. This to do is already overdue and we cannot proceed with your review until the correct document is provided. Please be aware that failure to provide this by 8 November 2025 may result in your payment being stopped and your claim suspended. If you are having difficulty obtaining the correct document please let us know via your journal"

Again , no To Do was initiated.

I message straight back explaining I was asleep due to an anxiety attack and to ring me. I also explain that this is affecting my health now due to the stress/anxiety.

I go to JC to ask if they will witness the documents are genuine and scan them. They cant do this until Monday (after the deadline). I also call in the bank branch who say there is no different document they can provide. They say the footer in question is the file name/revision date and is identical on all bank statements to every customer.

Having not yet received a call back, I message back explaining about the footer. I also query why they need my main account statements when I have already provided them and had them accepted.

I phone their call centre and also stress to the operator that I need someone to ring me. I also ask if this can be escalated as Isaac refused to ask a Supervisor/Manager to ring me.

born_again

It's annoying that they do not understand that many savings accounts will only have annual statement (especially the online only banks) & that as such providing the months they require is only ever going to be a transaction list, as these banks do not produce monthly statements.
I had this issue & explained why they received what they got & they then agreed to take them.

desolationstn

These aren't transaction lists. They are monthly statements. 

KxMx

Same, I explained it was an account that produces an annual statement only, submitted the most recent one plus a transaction list for the required months. This was accepted. 

desolationstn

KxMx said:

Same, I explained it was an account that produces an annual statement only, submitted the most recent one plus a transaction list for the required months. This was accepted. 

Nationwide do provide monthly statements on savings accounts which is what I've provided but they are refusing to accept they are genuine. 

Muttleythefrog

This shows their amateurism and lacking knowledge. Ridiculously giving you the runaround when clearly you're providing satisfactory evidence. Pedantic gone mad some of them.

born_again

desolationstn said:

These aren't transaction lists. They are monthly statements. 

Sadly not.
A monthly statement has a opening balance on start date & a closing balance on end date. 

I have a savings account that only gives a annual statement. Anything in between is just a running list of transactions on a date, no start or end date. Just interest added & maybe a withdrawal. There is no opening or closing balance. 
Which is no good if the review falls after last annual statement.

HillStreetBlues

Muttleythefrog said:

This shows their amateurism and lacking knowledge. Ridiculously giving you the runaround when clearly you're providing satisfactory evidence. Pedantic gone mad some of them.

It beggars believe, the OP has far more patience than I have dealing with idiots.  refusing PDF statements and telling me  to send photos of paper ones would have led to a formal complaint, it's just moronic.

desolationstn

born_again said:

desolationstn said:

These aren't transaction lists. They are monthly statements. 

Sadly not.
A monthly statement has a opening balance on start date & a closing balance on end date. 

I have a savings account that only gives a annual statement. Anything in between is just a running list of transactions on a date, no start or end date. Just interest added & maybe a withdrawal. There is no opening or closing balance. 
Which is no good if the review falls after last annual statement.

Nationwide provide both for Savings accounts.

A Monthly Statement and a transaction list.

desolationstn

HillStreetBlues said:

Muttleythefrog said:

This shows their amateurism and lacking knowledge. Ridiculously giving you the runaround when clearly you're providing satisfactory evidence. Pedantic gone mad some of them.

It beggars believe, the OP has far more patience than I have dealing with idiots.  refusing PDF statements and telling me  to send photos of paper ones would have led to a formal complaint, it's just moronic.

Theyve refused to let me speak to a Supervisor.

HillStreetBlues

desolationstn said:

HillStreetBlues said:

Muttleythefrog said:

This shows their amateurism and lacking knowledge. Ridiculously giving you the runaround when clearly you're providing satisfactory evidence. Pedantic gone mad some of them.

It beggars believe, the OP has far more patience than I have dealing with idiots.  refusing PDF statements and telling me  to send photos of paper ones would have led to a formal complaint, it's just moronic.

Theyve refused to let me speak to a Supervisor.

I would make it on-line
https://makeacomplaint.dwp.gov.uk/