Trying to get update on State Pension application but can't get past security!

GSTAR

I am acting on behalf of my dad (he is a UK citizen). He reached state pension age whilst living abroad (he did not work or claim any benefits whilst he was there). He arrived back in the UK three months ago and has been living with me since. About two months ago we started his state pension application. As he did not remember or have any records of his previous addresses, we had to fill in a paper application form.

Since then, we had a letter from DWP asking for some ID and address proofs. I sent over a certified copy of his passport and a bank statement for a newly opened Halifax account at my address. He literally has nothing else.

Anyway just the other day he got a message on his phone from DWP saying they urgently need to speak to him. At around the same time he also received an email from DWP saying they've received his pension application.

So we tried contacting DWP but every time we do, we fail security. The three questions they always ask are:

1. Do you receive any benefits
   
2. What is your telephone number
   
3. What is your address

He doesn't receive any benefits. So I think they are failing him on telephone number or address.

I have got him to verify his identity with his passport and a selfie using the "Gov.UK One Login" system and managed to access his personal tax account (https://www.tax.service.gov.uk/personal-account). On here I noticed it had one of his old addresses, so I updated this address to the new one. There is nowhere to see/update the telephone number, however. After doing this, we tried getting through to DWP, but again we failed security.

This is really frustrating because we just want an update on the application and when he is likely to receive his first payment. I also have to be with him every time we call because his English isn't very good.

They won't tell us what they are failing us on and they don't give us multiple attempts on the same call to retry - you have to call back again to retry.

Does anyone know what we can do in this situation? Is there somewhere he can go in person with his passport so that they can verify him there and then?

GSTAR

I am acting on behalf of my dad (he is a UK citizen). He reached state pension age whilst living abroad (he did not work or claim any benefits whilst he was there). He arrived back in the UK three months ago and has been living with me since. About two months ago we started his state pension application. As he did not remember or have any records of his previous addresses, we had to fill in a paper application form.

Since then, we had a letter from DWP asking for some ID and address proofs. I sent over a certified copy of his passport and a bank statement for a newly opened Halifax account at my address. He literally has nothing else.

Anyway just the other day he got a message on his phone from DWP saying they urgently need to speak to him. At around the same time he also received an email from DWP saying they've received his pension application.

So we tried contacting DWP but every time we do, we fail security. The three questions they always ask are:

1. Do you receive any benefits
2. What is your telephone number
3. What is your address

He doesn't receive any benefits. So I think they are failing him on telephone number or address.

I have got him to verify his identity with his passport and a selfie using the "Gov.UK One Login" system and managed to access his personal tax account (https://www.tax.service.gov.uk/personal-account). On here I noticed it had one of his old addresses, so I updated this address to the new one. There is nowhere to see/update the telephone number, however. After doing this, we tried getting through to DWP, but again we failed security.

This is really frustrating because we just want an update on the application and when he is likely to receive his first payment. I also have to be with him every time we call because his English isn't very good.

They won't tell us what they are failing us on and they don't give us multiple attempts on the same call to retry - you have to call back again to retry.

Does anyone know what we can do in this situation? Is there somewhere he can go in person with his passport so that they can verify him there and then?

huckster

I would suggest contacting either AGE UK charity or Moneyhelper.org asking for their help

Unfortunately Government no longer has any regional offices that help with UK state pensions. And local Job Centres cannot help, as they only handle working age benefits and have no contact with pension service.

sheramber

https://forums.moneysavingexpert.com/discussion/6670507/trying-to-get-update-on-state-pension-application-but-cant-get-past-security

Since he got a message. His phone they obviously have his correct phone number.

Brie

duplicate thread. I'll merge the other thread into this one to avoid answers becoming confusing and this is, to me, the best place for it to be.

GibbsRule_No3

If you don't press any keys when phoning them will it automatically take you to a human being, or does it disconnect you?