The DWP is shit and not fit for purpose.
Around 2014, the same time all this was happening, I was briefly out of work after being unfairly dismissed while on maternity leave and had to sign on for contributions-based JSA to tide me over. I was told not to bother applying for jobs in the sector I was qualified for as "they don't like employees with small children because of the issues it causes with commitment to the role". I was directed to apply for dinner lady jobs despite me telling them I couldn't afford to live on a dinner lady wage - "but it's in the education sector which is what you wanted!". One afternoon I arrived to sign on, my appointment time came and went, I asked at the desk if I was being seen soon and was told yes, just running late. An hour later I was told that actually they had made an error and hadn't booked me in correctly so, as far as the appointment system was concerned, I had missed my signing on and a decision-maker would need to decide whether I'd get paid or not that week. I asked if they'd tell the decision-maker that it was their fault, not mine. "Yes, we will". Decision-maker sanctioned me for three weeks on the grounds that I should have realised I wasn't booked in correctly (despite me not having access to their appointment booking system...). When they did reinstate my JSA, they forgot to update the system so I didn't get paid. They then said it was too late to process a bank payment and I'd need to get a giro, the only place to get a giro from was a jobcentre twenty miles away and I had to go there at 4pm, it also wasn't guaranteed I'd get it that day as it was limited capacity, first come first served, and paid/issued at the discretion of the duty manager. We had bad snow one day too, over the top of my pram wheels, and I lived rurally, the car wouldn't start and the bus wasn't running. I rang the jobcentre to say I couldn't come sign on, they told me I was expected to walk. I explained I lived nearly 10 miles from the jobcentre and that I had no transport, I was told "I managed to get into work today, you can certainly manage to walk here if you want any JSA this week". I was again sanctioned for missing a signing-on apportionment but this was reversed when I told my health visitor about it.
This is the same DWP who told my double amputee, transplantee, heart failure patient father in law that he was fit for work.
Same DWP who took ten months to process his claim for PIP and paid out precisely £0 in the interim then decided he didn't have mobility needs despite his complete and utter lack of legs and also didn't have care needs as he'd managed to attend the assessment appointment unaccompanied.