Just off the phone to the PIP helpline.
Today I have been holding since 11:30ish, that 3.5 hours to try to speak to someone regarding a PIP claim for an unwell friend (awful hold music and thank goodness for speaker phones) who has been paying his National Insurance contributions for about 30 years!
Got through to someone who made out that she couldn't hear us and cut us off after about 10 seconds.
The reason for the call is that they have come back with so many questions in a letter that has already been answered and want more and more information - much of which has been answered already. This is after a different letter asking for another set of info so it seems that they ask a set of questions, which are answered, this prompts more questions but lose the first set of answers in the meantime!
Shocking service.
There should be a social contract - you pay your taxes, including VAT for those that don't earn enough for NI etc and you should be entitled to a decent service from the GOVt.
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