Can anyone help me?

Thank you BIS too x

Hi,

Looking for your much needed help again.

On my PIP form I put in big capital letters on the page it said contact details, my landline number and NOT to call my mobile number that the previously held as I don’t have it anymore.

On Saturday.... an appointment came through on my old mobile number from IAS saying I have a telephone appointment on the 29th of July and they would also put this in writing. I was informed of this as ( my contract was taken on by a family member as I could no longer afford it).

This is the actual message: This is a message from IAS about your PIP claim. A telephone consultation has been booked for you on Thursday 29th July at 9 am. We will call you at your appointment time. We do not need to see you in person. You will receive an appointment letter from us and can find useful information at blah blah blah.

I immediately phoned the DWP who confirmed my landline (used this also to pass security) and they informed me they had passed the correct info to IAS. They advised me to ring them.

I rang IAS, when they were trying to put me through security they asked me to confirm the last 3 digits of the mobile phone I don’t have. I corrected him, said I no longer had that number and it was on my form in big capital letters, then he backtracked saying they updated it on the 17th of July, that’s the date they sent the txt though .... to the wrong number? I then stated it’s clear you do not read the forms that are submitted to you, his response was to blame the DWP, although they had confirmed twice the only number they have is my landline. I also asked where was the appointment in writing as clearly stated in their txt, he said “ oh they just say that” I requested one! Totally gobsmacked by their attitude!

I then called back DWP to explain that IAS was blaming them, a call manager rang me back (on the correct number) I explained my concern that IAS are going to ring the wrong number on my appointment day, then blame me for missing the call, then cancel my claim etc, her response was “ I am going to ring them right now and I will also call you on the 29th of July at 10.30 am even though I am not working that day to make sure they kept your appointment on the right phone number.

Is this normal practice? I don’t trust a word they say, it was IAS who messed my claim up last time, what can I do about this, it’s like a big joke to them!

Hi Catherine, thank you very much for your response, I hadn’t even considered that!

Thank god my phone went to a family member who understands my circumstances, it was still embarrassing.

I shall take your advice, no wonder a call manager called me, when does that ever happen?

Thanks again.