R20260917-100811
Sep 17, 2026 11:39
· 26:42
· English
· Whisper Turbo
· 8 Овозли эшиттиришлар
Бу транскрипт муддати тугайди 18 кунлар.
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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.
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