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NEVER do what I have done.

(30 Posts)
Lougle Thu 25-Nov-10 16:07:33

I am always banging on about sending documents recorded next day, making sure they can't wiggle, etc.

I thought I'd just share my story with you, to emphasise it:

16th August - DLA renewal sent by Next Day Delivery; Delivery confirmed on 17th August.

Monday 11th October - Phoned DLA to ask for progress. Am told that DD awarded HRC/HRM from 03/12/10, decision made on Monday 4th October. Ask why it isn't from 17/08/10, and am told that would be a 'supercession' not a 'renewal', so must wait for the letter, then phone again. MISTAKE 1 -*never* rely on a phone call.

Friday 15th October - Received Decision letter.

Thursday 21st October - Phoned DLA and asked for DLA reconsideration due to start date. Spoke to a very reassuring chap, who said that they would call back the papers and have a look, then they would phone me next week. MISTAKE 2 - don't believe the reassuring chap on the phone.

(I think) Thursday 28th October (or thereabouts, anyway) - Phoned for an update. Lovely woman said that she could see on her screen that the paperwork was recalled, and it was being prepared for a decision maker to have another look. MISTAKE 3 - don't believe the lovely woman on the phone who may well have simply lied to get you off the phone.


Thursday 25th November 2010 - Phoned DLA to ask for an update, and NO RECORD IS HELD of any phone call, any contact, any request for reconsideration.

NO RECORD IS HELD of any action being taken.

NO RECORD IS HELD of DD1's bundle being recalled from storage. NADA.

So, we are technically out of time. The very lovely lady on the phone didn't know what has happened. She said that she has rarely seen a screen so blank. Nothing. Just the decision on 4/10/10.

She was utterly lovely. Gave me her full name. Her direct dial phone line, and is going to ask the storage to FAX DD1's bundle over to her.

I said 'but I sent in 26 supporting documents, it will cost you a bomb!' and she said 'not your problem!'.

She has promised to phone me by Tuesday, and she personally is going to look at it. If she hasn't phoned me, I can phone her. She said the calls are all recorded, so if necessary they might have to trawl back through.

I am DEVASTATED. For once, I didn't follow my own 'code'. I was right to bang on about it. It is essential.

Gutted just isn't the word. No emoticon can match how I feel, so I will just use words. <Pale> <Nauseous> <so gutted I just can't even cry>.

woolyxmastree Thu 25-Nov-10 16:13:12

.... <<HUG>> You need it today. Hope you get some answers.

elliejjtiny Thu 25-Nov-10 16:13:41

What a nightmare. I always believe nice reassuring people on the phone too. Seems like you got someone really good at the end though, fingers crossed she manages to sort everything out.

StarlightMcKenzie Thu 25-Nov-10 16:27:02

Message withdrawn

Tiggles Thu 25-Nov-10 16:33:04

Any chance your phone calls will show on your phone bill?

Anna85 Thu 25-Nov-10 17:00:01

OMG Poor you!!! I would demand that they listen back to recorded phone calls!!

I had a problem with Tax Credits before and I got them to listen to calls....and they could see I was right!!!! x

Lougle Thu 25-Nov-10 17:10:28

Thanks sad

Yes, Star, I was trying to explain the timeline, and the lady just kept saying (incredulously) 'but there is nothing on my screen' 'there are no notes' 'there's absolutely nothing'.

So in desparation I said 'do you record your calls? Could you, if you needed to, go back to a certain time, and listen to the calls?'

She said she was definitely recording this one (but I didn't ask if that was 'audio recording' as opposed to making a 'note', I was very upset) and she 'certainly hoped' she could go back if necessary.

intothewest Thu 25-Nov-10 17:42:16

That is so bad- you believe the reassuring people on the phone,because they should be trained to do the job-obviously they either were inept or didn't care;neither is acceptable-thanks for the warning-hope you get it sorted soon.

keepyourmouthshutox Thu 25-Nov-10 17:47:17

Poor you Lougle. Hope you get this sorted out. You certainly don't need the stress.

Did you make a note of anyone's name and time you spoke to them?

Also, lesson learnt - will always try to send letter or emails.

PolarEyes Thu 25-Nov-10 17:54:18

oh no. I had a very similiar experience when DS1's claim was initially declined and we appealed, kept ringing and was told it was being looked at etc when his file had actually gone missing! The person who did look into it properly kept his word and it was sorted really quickly and that was over the Christmas period. (They had to get a file from an office that was shutting down). Hope you have an equally good person dealing with it now.

Lougle Thu 25-Nov-10 18:01:22

Very fortunately, I kept harping on posting about the Decision, and the fact that I had asked for reconsideration on here, so I have date-logs of the different calls from this board, and the lady today gave me forename, surname and a direct dial extension I can phone.

Lougle Thu 25-Nov-10 18:01:48

PolarEyes did you win your appeal?

PolarEyes Thu 25-Nov-10 18:10:04

it didn't get as far as appeal as they decided on the look again thingy (which had already been done once) that they would award DLA and backdated the lot (10 months). I think their oversight and the fact that I had been given duff information for the previous 3 months it was being dealt with may have influenced it tbh.

PolarEyes Thu 25-Nov-10 18:18:58

argh that post isn't very clear <long day>. I had submitted the appeal paperwork which had to been partly logged but then someone was supposed to do something else on the system and didn't. so it wasn't showing as pending. The helpful DLA man did say the info I'd been given on previous phonecalls wasn't correct as nothing was showing at all whereas I had been told it was pending/awaiting decision etc when it wasn't.

SausageMonster Thu 25-Nov-10 18:31:32

That's why I always say write and never phone.

If you do have problems about deadlines etc - contact your MP. DWP stopped son's benefits because I had not responded to a letter they had not sent me {angry]

Quick letter to my MP and everything was reinstated immediately. Worth remembering.

NorthernSky Thu 25-Nov-10 18:51:07

Message deleted

Lougle Thu 25-Nov-10 20:40:25

SausageMonster I know <bangs head> how many times do I advise posters that myself?? Yet I didn't do it. I was so taken in.

SausageMonster Thu 25-Nov-10 21:03:57

Don't beat yourself up Lougle - you're a Star.

Bonkerz Thu 25-Nov-10 21:11:22

they have done this to me too although i was asking for a reassessment mainly as social services had told me to.
I had help from an autism outreach worker and when all paperwork came back that we would stay at same level the support worker rang and spoke on my behalf and was told they would resend the forms and put in for appeal. The forms never arrived and when i chased them up i was told i was too late to appeal and that i have to start again at asking for re assessment. Its a nightmare and a battle i cannot afford physically or mentally to fight right now.
What makes it worse is social services cut my respite and have told me to apply for higher rate care and high rate mobility so i can use this money to pay for a support worker so DS can attend groups and clubs!

Lougle Thu 25-Nov-10 21:16:03

SausageMonster - thank you. I needed that sad I will pick myself up. It just feels like one battle after another. I want to get off the merry-go-round just for a minute.

But hey, we don't get to choose what battles we get, do we? Just whether to fight or be annihilated grin

StarlightMcKenzie Fri 26-Nov-10 13:34:03

Message withdrawn

daisy5678 Sat 27-Nov-10 11:21:23

Will your phone bill be itemised so you can use that as proof?

shaz298 Sat 27-Nov-10 23:12:20

Oh no. Hope the last lovely woman is a woman of her word and you get an answer on Tuesday, which of course you will demand be sent 1st class recorded to you!! xxxx

Lougle Sun 28-Nov-10 19:46:44

giveme yes

shaz, let's hope.

USoRight Sun 28-Nov-10 20:16:33

NEVER NEVER NEVER believe what anyone says over the phone. Always get names, references and times. Always ask for it in writing next day. Not just in SN matters but everything.

In my case lovely lady assured me insurance would be fine. It wouldnt be cancelled (it was fully paid)

It wasnt fine. It was cancelled. Got stopped by police and done for no insurance.

No record of phone call, denied all knowledge, recording equipment on that day out of order, 0800 numbers not recorded on bill!!!!!

fyi. If you phone on an 0800 number it will not record on your phone bill. You will need a court order to get a record from your phone provider!

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