This is really off topic.

[Gibbo2286]

My old friend has a problem and neither she or I know what to do next.

Back in the winter she was expecting a winter fuel payment £300 (She's 81) Mine went into my bank account directly and she kept looking at her bank account to see if hers had arrived, it didn't, she enquired at the post office where she draws her pension and they told her it was there in her account and she could draw it any time she wanted, she decided to leave it there and draw it later for a week-end break.

Come the time for her break and they told her she didn't have the money in her account, she couldn't understand why, she hadn't drawn it out.

She rang the post office help line but the guy who answered kept just telling her she must have withdrawn it.

I asked her yesterdday if she'd ever got the matter resolved, she says she hasn't and is more or less resigned to the fact that it's lost.

So she's old but she's not lost her marbles, if she says she hasn't drawn the money out then she most certainly hasn't.

Any suggestions? The money's gone somewhere, a glitch in the system or some sleight of hand by those in control.

[GiveMeABreak]

Regardless of what account she has, there must be a record of the transaction. I would ask to see proof of the withdrawal. Even if it is done with a chip and Pin, there has to be a record of A) the money going in and b) of it being withdrawn. Don't resign to leave it at that, she needs to know on principle and to be sure nothing untoward has happened or any sort of fraud by another party Gibbo.

[white exec]

That's dreadful. There has to be a detailed on-line or paper statement available. Nothing moves in or out of an account without leaving a trace. DWP will also be able to confirm whether it was paid.

[Gibbo2286]

There seems to be difficulty in contacting any of the likely departments, they are unlikely to talk to me anyway, I don't of course have access to her personal stuff and she's too proud/stubborn to let anyone act for her.

[Sloppysod]

There seems to be difficulty in contacting any of the likely departments, they are unlikely to talk to me anyway, I don't of course have access to her personal stuff and she's too proud/stubborn to let anyone act for her.

Invite yourself round her place for a cup of tea, and say you will bring the cake, then bring the conversation around to the bank, get her to call them while you are there.

Note. Some people need to think it was their idea, so plant the seed and let it grow, it may take two visits/cakes, but it will be worth it.

[Gibbo2286]

I've actually contacted the DWP by Email without naming her, they sent a reply that they will contact me within 48 hours, I told her this afternoon and she's happy to go with it if they ask for her details.

She said again that she's absolutely sure that she hasn't withdrawn it.

Wait and see now.

[JohnD]

A number of years ago the small sub-post-office cum papershop/tobacconist on our local broadway was run by a young couple with two tiny kids. All the local people thought very highly of them because of their helpfulness and friendliness. As online management of financial transactions was creeping in, many local residents refused to use the internet, preferring to remain loyal to the sub-post-office. My late wife was one such customer - insisting on leaving her pension account with the couple. Imagine our utter astonishment when one day we found the post-office closed and read in the local press that the couple had been charged with embezzlement. How many customers lost money, no one knows but it was sufficient for them to both 'do time'.

[Peter.N.]

As Chris says, there must be a record of the transaction so it obviously needs persistence. Pleased to hear she was getting £300 though, I only get £200 but I'm 80 next year .

Peter

[JohnD]

I only get £200 but I'm 80 next year .

So you must live with someone who is under 80. You get £300 if you are over 80 and live alone.

[Peter.N.]

Yes, its my wife but she's catching me up.

Peter

[van ordinaire]

Bit early for winter fuel supplement isn't it - or is this last year's?

In any event, sadly, the lady's right, it's lost! Of course there are records but neither agency will have any interest in consulting/retieving them, answering the phone replying to letters, etc (bet you never got a proper reponse to the e-mail). Most government depts live in fear of an MP's complaint - not the DWP which treats them with the same contempt as those they absurdly call customers: stock reply is along the lines of "sorry can't help, you've not provided enough information!"

A County Court action should work as your almost guaranteed judgment in default (because they'll ignore letters from the Court, same as everyone else's) but then enforcing it will, in practise, be well nigh impossible. Like all these matters of priciple, it's just all too much trouble; they know this - & rely on it.

Better luck next (this?) year!

















o

[Gibbo2286]

You're correct about the lack of response Van, nothing back and she's too soft to pursue it further, "I wouldn't want to get the nice people at the post office into trouble."

[Stickyfinger]

I would go and see the manager at the local Main Post Office. Initially, it is the Post Office IT System that needs looking at (for the records) and the manager there would be better placed to assist you.

[Gibbo2286]

I would go and see the manager at the local Main Post Office. Initially, it is the Post Office IT System that needs looking at (for the records) and the manager there would be better placed to assist you.

I'm just going to stand aside now and let it go, she has a daughter who is quite capable of dealing with officialdom who may not know about it, I might drop her a hint if I see her.

[Peter.N.]

I'm of the same age group but being in business has hardened my views and I couldn't really afford to lose that money.

Peter