New Style ESA overpayment from over 18 months ago.

TELLIT01

singhini said:

@huckster

You are both right....... Ive made the mistake that under "legacy benefits" they were not recoverable but under "new-style" they are. -----> So they DO have the legal power.  -----> which is what i think  @TELLIT01 refers to. 

 

The rules about recovery changed when I was still working for DWP, long before 'New Style ESA/JSA'.

singhini

👍

I bow down to your knowledge (I’ve never worked for the DWP).

Having read the OP’s initial post and a few of the comments (at least one of which appears to have disappeared), I don’t think the OP has done anything wrong. There may be legislation or guidance which, if presented to the DWP, could give them grounds not to recover the overpayment. That’s why I suggested submitting an MR letter.

If the DWP say no, then C’est la vie.

CFELH

The situation is developing.  If you ring the number they tell you to on the letter, you're told it's another department that deals with it. When you speak with the department, they refer you back to the previous number, so on and so forth. When you do manage to speak with someone, they say they cant help and cannot organise a statement of reasons (no one seems to know their job). No one can help, and no one will pass my partner over to a manger. The stress it is causing in unmeasurable.   

8dayweek

Debt Management (0800 916 0647) can only deal with the repayment plan. Their records would extend to an overpayment of X benefit for period Y to Z, no further why’s or what-for’s. 

If you wish to dispute / challenge / get a written statement of reasons etc it’s the Jobcentre Enquiry line (0800 169 0310). 

CFELH

8dayweek said:

If you wish to dispute / challenge / get a written statement of reasons etc it’s the Jobcentre Enquiry line (0800 169 0310). 

@8dayweek They spoke with four people on that number today (which is also the number on the letter which the DWP tell you to call). Three of the agents said they couldn't help and refused to even look at the case, one of whom was extremely rude and shouted at my partner to speak up and stop coughing (my partner has serious lung issues and trouble breathing). The fourth person was a little more knowledgeable and confirmed letters had been sent by my partner requesting the claim be cancelled. ALL said there is no provision to supply a written statement of reasons. One hinted that the letter had enough information on (which it doesn't). Calls were also made to the debt team who confirmed it should be the Jobcentre Enquiry line who is contacted. In total, six calls (one disconnected) were made over a period of 4 hours, and no one is still the wiser.

I have dealt with the DWP myself in years past and always found them to be polite, helpful, and very proficient at their job. Listening back to the call recordings my partner made today sickens me to think these people have a customer facing role, and very little knowledge of their own systems.  

8dayweek

Yeah, that’s terrible service. 

I’m guessing calls may be being routed to Call Centres that don’t usually handle the Jobcentre Enquiry line (due to Xmas leave / less staff) but they should have a process to hand-over to the actual ESA processing staff for follow-up. 

I would suggest a complaint. 

CFELH

8dayweek said:

Yeah, that’s terrible service. 

I’m guessing calls may be being routed to Call Centres that don’t usually handle the Jobcentre Enquiry line 

I would suggest a complaint. 

It did appear one person had to keep putting the call on hold to ask another operative. During another call it sounded like they were in a childs plaground with people talking in the background. Nonetheless, the complaint is being prepared along with an MR.