Active discussions

Meet the Other Phone. Flexible and made to last.

Meet the Other Phone.
Flexible and made to last.

Buy now

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To complain to Universal credit?

53 replies

NeedUCAdviceplease · 15/07/2025 09:14

Morning all,

I'm really upset, frustrated and worried.

I recieve my universal credit on 15th every month.
The statement usually comes out a few days before. This month it said check on 11th July so I checked on Friday, which was 11th and it wasn't there. Thinking it was just delayed, I left it until yesterday (14th) and it still wasn't there but was still saying "your statement will be ready on 11th July, check back then"

I started to worry that I wasn't going to get paid so I called UC at 12:15pm yesterday. I was told that something is blocking my payment, but he can't tell me what, he sent a message to the caseworker and then told me someone will get back to me by 6pm the next day??!!
I started to panic because I have loads of direct debits, including my rent coming out in the morning. He said, don't worry, it probably won't be 6pm, that's just deadline.
I woke up this morning and sicovered I haven't been paid, no information at all showing on my journal. I called again at 8am and was spoken to very snippily and told I would know by 6pm.

Surely this isn't a fair way for them to treat me? No explanation, no payment, no statement, nothing in my to-do list. If I hadn't called, I probably wouldn't know anything about not getting paid today.
Surely they should have told me at the end of the assessment period if there was a problem, instead of leaving me in the lurch like this? I have no shopping money and my landlord is already chasing the rent as its always in his account fist thing.
I really can't wait until 6pm, I have lots I need to do and buy today, I need shopping for dinner tonight.
Should I complain?

Peopld who want to bash benefit claimants need not apply. I am not interested in your judgements, you don't know me or my circumstances, I will not rise to it.

OP posts:
Overthebow · 15/07/2025 09:17

I understand it’s worrying but I don’t think their deadline is unreasonable. They’ll be busy and have lots of people to get back to.

Upsetbetty · 15/07/2025 09:18

I mean complain all you want but what do you think it will get you? It won’t change thinks…you need them more than they need you to be fair…

Whyx · 15/07/2025 09:20

Unfortunately, I think it's sometimes area dependant. When I contact them I see that they are usually based in a city near me and I have had good service. Others I have heard are not so lucky.

Have you tried putting a note on your journal or have you only called? I wonder if it might be picked up by another team if written down. Also have you checked if there's anything outstanding on your to do list?

Sorry you're dealing with this. It's the equivalent of not getting paid by your employer and not being told why. You are entitled to the money because you have been assessed to need it. Of course not having it when expected will cause problems.

Hope you get it sorted soon.

tripleginandtonic · 15/07/2025 09:22

Hopefully it will be resolved before 6pm. Sometimes payments are cocked up, wages can be as well.

VeterinaryCareAssistant · 15/07/2025 09:22

I'd change the wording from "I've not been paid" to "I've not received a payment".

Vaxtable · 15/07/2025 09:24

I dint think complaining will get you anywhere. They deal with thousands of calls etc a day they have given a deadline it’s just a case of waiting

Original poster
NeedUCAdviceplease · 15/07/2025 09:25

I've suffered financial abuse in the past and my credit rating is absolutely shot to shit. I took put one of those credit-building credit cards with a tiny limit that you pay a tenner to each month to build your credit rating back up and now the payment to that has failed after months of keeping up and trying to male things better. I'm so upset, I'm trying my best and just getting shafted.
This credit card I'm using also links with my bank and reports my rent payments to credit agencies each month to help me build my credit so now a missed rent payment is going go affect my credit score.
It's so upsetting.

OP posts:
SinicalMe · 15/07/2025 09:26

Providing your able bodied and are able to do try creating a life for yourself whereby you don’t have to rely on the state for your money.

It gives you total control over your own life and you’re not at the mercy of situations like this.

Hope it all gets sorted soon for you. Flowers

Original poster
NeedUCAdviceplease · 15/07/2025 09:26

Overthebow · 15/07/2025 09:17

I understand it’s worrying but I don’t think their deadline is unreasonable. They’ll be busy and have lots of people to get back to.

It's not the deadline I think is unreasonable, it's that they never informed me something had gone wrong.

OP posts:
TwoFeralKids · 15/07/2025 09:26

As soon it didn't come the day you expected it you should have messaged them as no statement means no payment. Also it is best to not have direct debits the day it goes out just in case of situations like this.

TwoFeralKids · 15/07/2025 09:27

NeedUCAdviceplease · 15/07/2025 09:26

It's not the deadline I think is unreasonable, it's that they never informed me something had gone wrong.

Show quote history

That is your job. You have to message and say you are missing your statement.

Bushmillsbabe · 15/07/2025 09:29

They are probably on lower staff as school holidays have started in some areas, which I know doesn't help you, but may explain the delay.

Is it top up UC? I have heard from several people that there have been issues around this for July, something to do with there being 5 Mondays in June and them seeming to have more pay, so it's appearing that dint need extra when actually do.

DiscoBob · 15/07/2025 09:32

It's out of order that they can't tell you why the payment is blocked immediately. But I guess wait till 6pm then contact them again if they haven't said anything.
You can complain but basically you just want your money. They won't give you any extra money for complaining and their service kind of is what it is really. It's crap. I hope you get paid today.

Bushmillsbabe · 15/07/2025 09:35

TwoFeralKids · 15/07/2025 09:26

As soon it didn't come the day you expected it you should have messaged them as no statement means no payment. Also it is best to not have direct debits the day it goes out just in case of situations like this.

Yep, definitely agree with this. I am paid on 25th each month and my DD's go out on 1st just in case any problems.

Overthebow · 15/07/2025 09:40

NeedUCAdviceplease · 15/07/2025 09:25

I've suffered financial abuse in the past and my credit rating is absolutely shot to shit. I took put one of those credit-building credit cards with a tiny limit that you pay a tenner to each month to build your credit rating back up and now the payment to that has failed after months of keeping up and trying to male things better. I'm so upset, I'm trying my best and just getting shafted.
This credit card I'm using also links with my bank and reports my rent payments to credit agencies each month to help me build my credit so now a missed rent payment is going go affect my credit score.
It's so upsetting.

For future months, change your payment dates to a couple of days after you get your money. Delays in UC pay and employed pay can happen so you need to be prepared.

ninjahamster · 15/07/2025 09:44

I think you SHOULD complain. It is unfair that they haven’t sent you any money when you were expecting it and they should have explained the reason earlier than this. It cannot be hard to find out why, there must be a computer trail of why payments are refused. I’m really sorry, it’s so stressful when you live hand to mouth.

AlastheDaffodils · 15/07/2025 09:50

No advice OP but I’m really sorry. It sounds like you’re doing everything right trying to get back on an even keel financially and this kind of admin cock-up makes it so much harder - and the feeling of powerlessness is the worst. Most people on this thread would be screwed if their employer was late paying their wages. This is no different.

RaininSummer · 15/07/2025 13:50

OP. Have you actually checked your to do list in case there is something you haven't completed as this will block payment.

OneCalmFish · 15/07/2025 14:16

Try leaving a message through your journal, check that and your to do list to make sure you’ve not missed anything

OneCalmFish · 15/07/2025 14:19

I’d also agree with others that in future if you don’t get a statement by the expected date, message them and change any outgoing payments to a day or two after you expect money in, I hope they do get in touch but I’d definitely complain if there’s nothing outstanding your end

Praying4Peace · 15/07/2025 14:19

NeedUCAdviceplease · 15/07/2025 09:25

I've suffered financial abuse in the past and my credit rating is absolutely shot to shit. I took put one of those credit-building credit cards with a tiny limit that you pay a tenner to each month to build your credit rating back up and now the payment to that has failed after months of keeping up and trying to male things better. I'm so upset, I'm trying my best and just getting shafted.
This credit card I'm using also links with my bank and reports my rent payments to credit agencies each month to help me build my credit so now a missed rent payment is going go affect my credit score.
It's so upsetting.

Sorry that you are having to deal with this OP, very stressful

MNpenisadvisor · 15/07/2025 14:23

I'd keep ringing them hourly til someone helped me

Sidebeforeself · 15/07/2025 14:24

Do you have any idea what may have caused them to put a pause on your payments? Did you get any change to your other income, or report a change in circs etc? I agree you need to put a note in your journal but try to give as much info as possible even if its just “my circumstances haven’t changed “etc.

CaptainFuture · 15/07/2025 14:25

Re food for dinner how many of you are there?
Could you go to local food bank?
What do you have in cupboard/fridge and mnetters could help build a meal?

Sidebeforeself · 15/07/2025 14:25

MNpenisadvisor · 15/07/2025 14:23

I'd keep ringing them hourly til someone helped me

They have 1000s of telephony agents…this wont make OP a nuisance ,she’ll just spend most of the time in a queue