R20260917-100811

0:00

S… Speaker 1 (R20260917-100811)

i was just wondering if you could help with that so

0:10

S… Speaker 1 (R20260917-100811)

realistically i need escalation today i need

0:14

S… Speaker 1 (R20260917-100811)

that the account was closed and i need the decision letter the

0:18

S… Speaker 1 (R20260917-100811)

statement of reasons and the mandatory reconsideration postal

0:22

S… Speaker 1 (R20260917-100811)

address obviously i've had two failed contact

0:26

S… Speaker 1 (R20260917-100811)

promises to contact me with these already like this

0:31

S… Speaker 1 (R20260917-100811)

uh last week and the week okay

0:35

S… Speaker 2 (R20260917-100811)

you've had a mandatory consideration outcome no

0:40

S… Speaker 1 (R20260917-100811)

the i need the so if you take a look

0:44

S… Speaker 1 (R20260917-100811)

at my journal my account was closed and um i

0:48

S… Speaker 1 (R20260917-100811)

was told that i had to um i would receive a

0:52

S… Speaker 1 (R20260917-100811)

letter where i could appeal their decision but the obviously the

0:56

S… Speaker 1 (R20260917-100811)

decision letter hasn't been produced

1:00

S… Speaker 1 (R20260917-100811)

And I've requested the decision letter and the statement of reasons.

1:03

S… Speaker 1 (R20260917-100811)

And in order to submit

1:07

S… Speaker 1 (R20260917-100811)

the mandatory reconsideration,

1:10

S… Speaker 1 (R20260917-100811)

I need the postal address on those letters for

1:15

S… Speaker 1 (R20260917-100811)

the CRM1 form.

1:17

S… Speaker 2 (R20260917-100811)

I need your details to check your account for

1:21

S… Speaker 2 (R20260917-100811)

you, okay?

1:22

S… Speaker 2 (R20260917-100811)

Okay.

1:22

S… Speaker 2 (R20260917-100811)

Can I take your full name,

1:24

S… Speaker 2 (R20260917-100811)

including any?

1:24

S… Speaker 2 (R20260917-100811)

It's Darren King,

1:28

S… Speaker 1 (R20260917-100811)

and the postcode is PE100YZ.

1:35

S… Speaker 1 (R20260917-100811)

22nd of the 10th,

1:36

S… Speaker 1 (R20260917-100811)

76.

1:37

S… Speaker 2 (R20260917-100811)

The

1:41

S… Speaker 1 (R20260917-100811)

answer you have is nowhere.

1:42

S… Speaker 3 (R20260917-100811)

22nd

1:53

S… Speaker 1 (R20260917-100811)

of the 10th,

1:54

S… Speaker 1 (R20260917-100811)

76.

1:55

S… Speaker 2 (R20260917-100811)

The answer you

1:59

S… Speaker 1 (R20260917-100811)

have is nowhere.

2:00

S… Speaker 2 (R20260917-100811)

The

2:07

S… Speaker 1 (R20260917-100811)

answer you have is none.

2:09

S… Speaker 4 (R20260917-100811)

N -O -N -E.

2:10

S… Speaker 3 (R20260917-100811)

DarrenKing234

2:22

S… Speaker 1 (R20260917-100811)

at gmail .com.

2:24

S… Speaker 3 (R20260917-100811)

After this call,

2:26

S… Speaker 2 (R20260917-100811)

please check that your to -do list is complete.

2:29

S… Speaker 2 (R20260917-100811)

And if

2:33

S… Speaker 2 (R20260917-100811)

you've got any further questions,

2:34

S… Speaker 2 (R20260917-100811)

the answers.

2:43

S… Speaker 1 (R20260917-100811)

I can,

2:43

S… Speaker 1 (R20260917-100811)

and have you opened it yet?

2:47

S… Speaker 3 (R20260917-100811)

Yes,

2:52

S… Speaker 2 (R20260917-100811)

I can view your journal.

2:53

S… Speaker 1 (R20260917-100811)

Okay, so obviously you can see that I can't respond in the journal.

2:57

S… Speaker 1 (R20260917-100811)

No,

2:59

S… Speaker 2 (R20260917-100811)

because it's a closed claim,

3:01

S… Speaker 2 (R20260917-100811)

you won't be able to journal messages.

3:04

S… Speaker 2 (R20260917-100811)

You can still view them.

3:06

S… Speaker 2 (R20260917-100811)

This is why I was asking,

3:07

S… Speaker 2 (R20260917-100811)

can you view the journal?

3:09

S… Speaker 1 (R20260917-100811)

I can view the journal messages,

3:10

S… Speaker 1 (R20260917-100811)

yes.

3:11

S… Speaker 5 (R20260917-100811)

That's fine,

3:12

S… Speaker 1 (R20260917-100811)

okay. So obviously you can see that there's been two a week apart.

3:19

S… Speaker 1 (R20260917-100811)

Obviously,

3:20

S… Speaker 1 (R20260917-100811)

I've been waiting for these documents to arrive.

3:22

S… Speaker 1 (R20260917-100811)

Can you check to see whether they've been generated yet?

3:27

S… Speaker 2 (R20260917-100811)

So

3:37

S… Speaker 1 (R20260917-100811)

the decision letter regarding the

3:41

S… Speaker 1 (R20260917-100811)

account closure,

3:42

S… Speaker 1 (R20260917-100811)

I also requested...

3:44

S… Speaker 2 (R20260917-100811)

Okay, just give me one moment.

3:45

S… Speaker 2 (R20260917-100811)

Let me see if that is it.

3:51

S… Speaker 2 (R20260917-100811)

Just give me a moment.

3:52

S… Speaker 3 (R20260917-100811)

You

4:32

S… Speaker 2 (R20260917-100811)

received this message on the 28th of August.

4:36

S… Speaker 1 (R20260917-100811)

yeah and can you read can you continue reading down that

4:41

S… Speaker 2 (R20260917-100811)

message that that's stated in please it's from

4:50

S… Speaker 1 (R20260917-100811)

it's the message that I received was from blessing

5:00

S… Speaker 2 (R20260917-100811)

so that message in your journal was received on the 28th of august

5:04

S… Speaker 2 (R20260917-100811)

complete

5:09

S… Speaker 2 (R20260917-100811)

reviews we can come and

5:14

S… Speaker 2 (R20260917-100811)

close because you did not provide someone

5:23

S… Speaker 2 (R20260917-100811)

who has authority for you put in

5:37

S… Speaker 2 (R20260917-100811)

the request with

5:42

S… Speaker 1 (R20260917-100811)

it so um you you mentioned there that uh i should

5:46

S… Speaker 1 (R20260917-100811)

call up and request a written letter uh it states

5:50

S… Speaker 1 (R20260917-100811)

in that message and i've done that twice now

5:54

S… Speaker 1 (R20260917-100811)

And I've been waiting for it to be sent out to me,

5:57

S… Speaker 1 (R20260917-100811)

which is the reason.

5:58

S… Speaker 1 (R20260917-100811)

And it hasn't been sent out to me.

6:00

S… Speaker 3 (R20260917-100811)

I've

6:06

S… Speaker 1 (R20260917-100811)

also asked for this statement of reasons,

6:08

S… Speaker 1 (R20260917-100811)

which hasn't been sent out.

6:10

S… Speaker 1 (R20260917-100811)

And in order to submit the CRM form,

6:14

S… Speaker 1 (R20260917-100811)

which is the mandatory reconsideration form,

6:16

S… Speaker 1 (R20260917-100811)

I need the postal address,

6:18

S… Speaker 1 (R20260917-100811)

which is on that letter that has not been sent out.

6:21

S… Speaker 6 (R20260917-100811)

Obviously,

6:24

S… Speaker 1 (R20260917-100811)

one second.

6:31

S… Speaker 1 (R20260917-100811)

you now if you'd like me to do that i mean i'm sorry but obviously the journal

6:35

S… Speaker 1 (R20260917-100811)

message states that the letter should have been sent out i've requested

6:39

S… Speaker 1 (R20260917-100811)

the letter twice now um two weeks apart

6:43

S… Speaker 1 (R20260917-100811)

And the online documentation which includes the

6:47

S… Speaker 1 (R20260917-100811)

mandatory reconsideration form CRM1 also indicates

6:52

S… Speaker 1 (R20260917-100811)

that I need that letter in order to,

6:56

S… Speaker 1 (R20260917-100811)

which has the postal address for the form

7:00

S… Speaker 3 (R20260917-100811)

on. Sure.

7:16

S… Speaker 3 (R20260917-100811)

I'm just

8:32

S… Speaker 2 (R20260917-100811)

going to escalate this for you.

8:35

S… Speaker 1 (R20260917-100811)

Sorry, I mean,

8:36

S… Speaker 1 (R20260917-100811)

it's been escalated twice,

8:38

S… Speaker 1 (R20260917-100811)

over two weeks now.

8:40

S… Speaker 1 (R20260917-100811)

So it escalated at roughly the same time last week and a week before.

8:44

S… Speaker 1 (R20260917-100811)

And all that happens is nothing.

8:46

S… Speaker 1 (R20260917-100811)

I mean,

8:47

S… Speaker 1 (R20260917-100811)

have you had...

8:48

S… Speaker 1 (R20260917-100811)

I mean, you can see the notes on the account,

8:51

S… Speaker 2 (R20260917-100811)

surely.

8:51

S… Speaker 2 (R20260917-100811)

No.

9:07

S… Speaker 1 (R20260917-100811)

It can't have only been escalated once.

9:10

S… Speaker 1 (R20260917-100811)

There's been two separate occasions where it's been forwarded.

9:14

S… Speaker 2 (R20260917-100811)

On the first time,

9:16

S… Speaker 2 (R20260917-100811)

we put in a request.

9:18

S… Speaker 2 (R20260917-100811)

It's not called an escalation.

9:31

S… Speaker 3 (R20260917-100811)

right okay so

9:36

S… Speaker 2 (R20260917-100811)

i'll put in the okay sure

11:13

S… Speaker 1 (R20260917-100811)

So what happens when it gets to the third escalation?

11:17

S… Speaker 1 (R20260917-100811)

What happens then?

11:18

S… Speaker 1 (R20260917-100811)

You said you can only escalate three times.

11:21

S… Speaker 2 (R20260917-100811)

Yeah,

11:22

S… Speaker 2 (R20260917-100811)

we can only escalate three times,

11:24

S… Speaker 2 (R20260917-100811)

but hopefully it wouldn't come to you.

11:27

S… Speaker 3 (R20260917-100811)

Right.

11:29

S… Speaker 1 (R20260917-100811)

I mean, I haven't had much response so far.

11:33

S… Speaker 7 (R20260917-100811)

Mm -hmm.

11:34

S… Speaker 2 (R20260917-100811)

Sure.

11:37

S… Speaker 8 (R20260917-100811)

I just want to add all the details.

11:39

S… Speaker 3 (R20260917-100811)

Hello?

14:08

S… Speaker 2 (R20260917-100811)

I'm

14:13

S… Speaker 2 (R20260917-100811)

going to add a detail now on the

14:18

S… Speaker 2 (R20260917-100811)

account for you,

14:19

S… Speaker 2 (R20260917-100811)

and I'm going to say that...

14:22

S… Speaker 2 (R20260917-100811)

for you now so please give me one moment while i add the note sure

14:32

S… Speaker 2 (R20260917-100811)

okay

15:48

S… Speaker 1 (R20260917-100811)

sure i mean because i can no worries yeah i was

15:52

S… Speaker 1 (R20260917-100811)

just wondering so i mean have you have you checked to see whether a

15:56

S… Speaker 2 (R20260917-100811)

case manager has been assigned yet right

16:18

S… Speaker 2 (R20260917-100811)

right so

16:27

S… Speaker 1 (R20260917-100811)

i mean obviously that means that a case manager hasn't haven't already been

16:31

S… Speaker 2 (R20260917-100811)

assigned after the last two requests i mean

16:44

S… Speaker 1 (R20260917-100811)

so which what i mean i don't understand why they haven't replied already

16:49

S… Speaker 2 (R20260917-100811)

it depends on how much case loads right

16:53

S… Speaker 2 (R20260917-100811)

thank

17:10

S… Speaker 3 (R20260917-100811)

you

19:41

S… Speaker 2 (R20260917-100811)

for waiting

19:42

S… Speaker 2 (R20260917-100811)

So I put a message in your journal for you.

19:45

S… Speaker 2 (R20260917-100811)

I've escalated it,

19:46

S… Speaker 2 (R20260917-100811)

all the details that we have discussed.

19:51

S… Speaker 2 (R20260917-100811)

So somebody should get back in touch with you.

20:04

S… Speaker 1 (R20260917-100811)

employee i mean i could do with it today

20:08

S… Speaker 2 (R20260917-100811)

if possible right so

20:23

S… Speaker 1 (R20260917-100811)

before obviously if so if that's all you

20:27

S… Speaker 1 (R20260917-100811)

can do from your part i was just wondering if you can confirm that

20:31

S… Speaker 1 (R20260917-100811)

i mean has a has an account manager being assigned said

20:35

S… Speaker 2 (R20260917-100811)

once

20:42

S… Speaker 2 (R20260917-100811)

it's been sent over it goes to one of the case

20:46

S… Speaker 2 (R20260917-100811)

managers

20:48

S… Speaker 4 (R20260917-100811)

Right.

20:48

S… Speaker 1 (R20260917-100811)

I mean, so what about,

20:50

S… Speaker 1 (R20260917-100811)

so obviously before I've asked for the decision letter,

20:53

S… Speaker 1 (R20260917-100811)

has that been generated?

20:54

S… Speaker 2 (R20260917-100811)

Sure.

21:03

S… Speaker 2 (R20260917-100811)

I

21:14

S… Speaker 1 (R20260917-100811)

mean, that was supposed to,

21:15

S… Speaker 1 (R20260917-100811)

I mean, Blessing mentions that letter in his message on the 28th,

21:19

S… Speaker 1 (R20260917-100811)

doesn't he?

21:20

S… Speaker 2 (R20260917-100811)

Right.

21:50

S… Speaker 4 (R20260917-100811)

I mean,

21:51

S… Speaker 1 (R20260917-100811)

that's still quite,

21:52

S… Speaker 1 (R20260917-100811)

still like from the 28th until now,

21:55

S… Speaker 1 (R20260917-100811)

it should have been delivered,

21:57

S… Speaker 1 (R20260917-100811)

surely.

21:58

S… Speaker 3 (R20260917-100811)

Yeah.

21:59

S… Speaker 1 (R20260917-100811)

So obviously,

22:00

S… Speaker 1 (R20260917-100811)

sorry,

22:01

S… Speaker 1 (R20260917-100811)

I've obviously also requested the statement of reasons.

22:05

S… Speaker 1 (R20260917-100811)

Obviously, you've said that some of it is in the journal,

22:08

S… Speaker 1 (R20260917-100811)

but obviously a full written explanation.

22:11

S… Speaker 1 (R20260917-100811)

I've requested a full written explanation.

22:15

S… Speaker 1 (R20260917-100811)

And I'm guessing that because no case

22:19

S… Speaker 1 (R20260917-100811)

manager is assigned,

22:20

S… Speaker 1 (R20260917-100811)

that hasn't also been produced.

22:22

S… Speaker 3 (R20260917-100811)

Hello?

22:29

S… Speaker 2 (R20260917-100811)

Yeah.

22:36

S… Speaker 2 (R20260917-100811)

off unfortunately there's nothing more that i can tell you there's nothing happening

22:40

S… Speaker 2 (R20260917-100811)

yeah and what what about you know

22:44

S… Speaker 2 (R20260917-100811)

an escalation was sent so what

22:49

S… Speaker 1 (R20260917-100811)

what was the situation with the mandatory reconsideration

22:53

S… Speaker 1 (R20260917-100811)

postal address obviously

22:56

S… Speaker 1 (R20260917-100811)

That's supposed to be on the decision letter,

22:59

S… Speaker 1 (R20260917-100811)

according to the message that I've received and the forms that

23:03

S… Speaker 1 (R20260917-100811)

I've also filled in.

23:04

S… Speaker 1 (R20260917-100811)

But has the postal address been added onto

23:09

S… Speaker 1 (R20260917-100811)

the account?

23:09

S… Speaker 3 (R20260917-100811)

No.

23:10

S… Speaker 2 (R20260917-100811)

But if you just want a mandatory

23:14

S… Speaker 2 (R20260917-100811)

reconsideration address,

23:16

S… Speaker 2 (R20260917-100811)

I can get that for you now.

23:18

S… Speaker 1 (R20260917-100811)

I mean,

23:19

S… Speaker 1 (R20260917-100811)

I think Callum attempted to get one,

23:22

S… Speaker 1 (R20260917-100811)

but they didn't send him one.

23:24

S… Speaker 1 (R20260917-100811)

Have you read Callum's notes?

23:48

S… Speaker 1 (R20260917-100811)

It only gives me the form CRM1 and

23:52

S… Speaker 1 (R20260917-100811)

says that I need to post and the form states that I need

23:56

S… Speaker 1 (R20260917-100811)

the decision letter in order to send

24:01

S… Speaker 1 (R20260917-100811)

the form to the address on that specific letter.

24:19

S… Speaker 1 (R20260917-100811)

I mean, from what I read,

24:21

S… Speaker 1 (R20260917-100811)

I thought it had to be sent to the one on the letter because,

24:26

S… Speaker 1 (R20260917-100811)

I don't know,

24:28

S… Speaker 1 (R20260917-100811)

perhaps it's different depending on where the case was managed or something.

24:31

S… Speaker 3 (R20260917-100811)

Yeah.

25:01

S… Speaker 3 (R20260917-100811)

Yeah.

25:10

S… Speaker 3 (R20260917-100811)

Yeah.

25:21

S… Speaker 3 (R20260917-100811)

Yeah.

25:21

S… Speaker 3 (R20260917-100811)

Yeah.

25:23

S… Speaker 3 (R20260917-100811)

Yeah.

25:29

S… Speaker 2 (R20260917-100811)

Yeah.

25:35

S… Speaker 3 (R20260917-100811)

So

25:42

S… Speaker 1 (R20260917-100811)

that's mandatory reconsideration Canterbury.

25:46

S… Speaker 3 (R20260917-100811)

Why

25:50

S… Speaker 1 (R20260917-100811)

is it Canterbury?

26:01

S… Speaker 1 (R20260917-100811)

Okay.

26:01

S… Speaker 1 (R20260917-100811)

And then it's Benefit Centre,

26:04

S… Speaker 1 (R20260917-100811)

Mail Handling,

26:05

S… Speaker 1 (R20260917-100811)

Site A,

26:06

S… Speaker 1 (R20260917-100811)

Wolverhampton,

26:06

S… Speaker 1 (R20260917-100811)

Whiskey Victor 98 to Echo

26:11

S… Speaker 1 (R20260917-100811)

Alpha.

26:12

S… Speaker 5 (R20260917-100811)

Super.

26:14

S… Speaker 1 (R20260917-100811)

Thanks a lot for your help.

26:15

S… Speaker 1 (R20260917-100811)

What was your name again,

26:16

S… Speaker 2 (R20260917-100811)

sorry? Rubina.

26:19

S… Speaker 1 (R20260917-100811)

Rubina.

26:19

S… Speaker 1 (R20260917-100811)

Thanks a lot, Rubina.

26:20

S… Speaker 3 (R20260917-100811)

Thank

26:26

S… Speaker 2 (R20260917-100811)

you for crying.

26:27

S… Speaker 2 (R20260917-100811)

Thanks a lot.

26:29

S… Speaker 2 (R20260917-100811)

Bye -bye.

R20260917-100811

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