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    • Good evening,   I'm yet another person who didn't think before acting when it comes to a gym membership. I've had a read of quite a few threads before joining so I'm not exactly worried as I see the majority outcome is overwhelmingly positive from the members here, but I hope it's okay that I could seek some personal advice regarding dealing with Harlands myself?   I assumed that "no contract membership, no ties, cancel any time, no joining fee" meant I could cancel my direct debit through my banking app within my first month if I decide I don't like the gym (which I didn't) and absolutely nothing would come of it, I just wouldn't be able to get in the gym anymore. So I cancelled it a couple of days before my second payment was due, which I now see was a stupid thing to do.   After already cancelling my DD I then thought I'd better cancel it on X4L's website as well. Turns out "no ties, cancel any time" should actually read "30 day minimum cancellation window requiring two further payments". As they said my final payment would not infact be due 24th October, but instead be 24th November, even though when I cancelled my membership through the website, the 24th November was OUTSIDE of their 30 day cancellation window. Since I cancelled my DD during my first month without telling the gym and awaiting their cancellation window (which seems like such a scam when you read "no ties, cancel any time") it meant that my payment due 24th October bounced.   I feel extra foolish by the way, because I was certain I took a screenshot of my cancellation notice but cannot find proof of it anywhere, so I really hope that doesn't come back to bite me either.   Anyway as of today I began recieving text messages (which I cannot block - if someone could advise on that, that would be great!) and they also sent me this email:     And that letter reads:     I am well aware that from this point I will need to offer to at least pay the £14.99 for the bounced payment, which I am more than happy to do. I'm just worried that I'm also going to have to owe them £14.99 for November (despite it being outside of their 30 day window). I was just wondering at this stage do I send a letter to Harlands offering to pay the bounced payment but say I will not be paying the admin fee, and give them 14 days to accept that offer? And should I also send a letter to X4L explaining the situation, and ask for their pursuasion in getting Harlands to accept my offer?   Many thanks in advance to whoever responds, hope you can help a fool out!
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DLA stopped over the phone. Can someone help me?


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I was granted DLA in 1997 for life (I still have the letter) but

 

 

recently received a 40 page booklet to complete because the award was "under review"

- even though it was awarded for life and has been increased twice as I became worse.

 

Yesterday I received a phone call from DWP telling me that the DLA had been stopped.

 

 

The lady couldn't tell me why, as she was not the person responsible for the file,

but that they needed further information and that a letter was in the post.

 

Nothing has arrived and I am at my wits end as to what to do.

 

 

We cannot survive without my money and there doesn't seem to be any organisation that can help people like me.

 

 

I do have depression and this big black hole is opening up again,

 

 

so much so that I just feel like going down to the railway line when it gets dark.

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Hi sc867

 

First of all, stay calm, things often seem to be worse then they actually are, they can be dealt with successfully. The DWP are fickle and get things wrong at times. Have you written a Formal Letter of Complaint to the DWP to find out what's happening? Have you contacted your MP?

 

There is a lot you can do.

 

Also if you need to speak to someone contact:-

 

http://www.samaritans.org/how-we-can-help-you/contact-us

 

We can help you with your complaints.

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I can't really help you but have you asked them to resend the letter

 

they stopped my daughters dla for pku in aug 13 when she reached 8 years old and we are still fighting them we have now reached the last stage ( secretary of state) and he has sent it back to the first tier and told them to ignore the first decision

What every you do don't give up but keep fighting them

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This may be a long shot but the 40 page booklet they wanted you to fill in probably had a

limited time in which you needed to get it back to them. Probably 1 month.

 

My guess would be that because you did not return the booklet they have taken it that

you no longer require the award and have subsequently stopped it.

 

I would suggest contacting them directly on the phone to see exactly what the reason is

for them stopping the award.

 

It appears that currently if you have a award and and fail to send in any information that

they request they are jumping on the "you no longer require it" so stop the award you have.

 

This happened to my wife when we failed to pursue the PIP we enquired about because we

did not know that by simply asking for the forms we were actually starting the claim process.

 

Also you can try to talk to them and get your original claim re-instated which I believe they

sometimes do, However, if they say they will re-instate the original claim get them to send

you confirmation in writing.

phone and then they never did (they also had no info on their system to show we ever called).

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Hi sc867

 

Write a Formal Letter of Complaint, mark it as such. Explain what's happened, how they have let you down and what you want them to do about it.

 

Send it to to the department that is dealing with your claim.

 

If possible keep everything in writing.

 

https://www.gov.uk/complain-disability

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This may be a long shot but the 40 page booklet they wanted you to fill in probably had a

limited time in which you needed to get it back to them. Probably 1 month.

 

My guess would be that because you did not return the booklet they have taken it that

you no longer require the award and have subsequently stopped it.

 

I would suggest contacting them directly on the phone to see exactly what the reason is

for them stopping the award.

 

It appears that currently if you have a award and and fail to send in any information that

they request they are jumping on the "you no longer require it" so stop the award you have.

 

This happened to my wife when we failed to pursue the PIP we enquired about because we

did not know that by simply asking for the forms we were actually starting the claim process.

 

Also you can try to talk to them and get your original claim re-instated which I believe they

sometimes do, However, if they say they will re-instate the original claim get them to send

you confirmation in writing.

phone and then they never did (they also had no info on their system to show we ever called).

Hi neword - I made sure that I replied within the time limit and also paid extra to send it back so that it had to be signed for to prove delivery. I've phoned three times - they confirmed on the first call that they had received it the previous week (within the time limit) but that they couldn't discuss anything with me because the lady in charge of the case wasn't there. On every occasion that I've rung she wasn't there, so I still don't know why it's been stopped and I can't appeal because I haven't had any paperwork.

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Hi sc867

 

Write a Formal Letter of Complaint, mark it as such. Explain what's happened, how they have let you down and what you want them to do about it.

 

Send it to to the department that is dealing with your claim.

 

If possible keep everything in writing.

 

 

Hi Rebel11, I can't make a formal complaint as I don't have any paperwork with decisions to complain about. All I can complain about is the fact that they have stopped my DLA over the phone and that nobody will tell me why or what the extra info is that they require. I can't even appeal! :sad:

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Hi sc867

 

You can complain about the following, 'that nobody will tell me why or what the extra info is that they require'.

 

This is the DWP's Customer Charter dated April 2014:-

 

https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/292673/customer-charter-dwp.pdf

 

https://www.gov.uk/government/publications/our-customer-charter

 

It sounds like they haven't met the standards that they have set out in the Charter in your case.

 

 

Hi sc867

 

Write a Formal Letter of Complaint, mark it as such. Explain what's happened, how they have let you down and what you want them to do about it.

 

Send it to to the department that is dealing with your claim.

 

If possible keep everything in writing.

 

 

Hi Rebel11, I can't make a formal complaint as I don't have any paperwork with decisions to complain about. All I can complain about is the fact that they have stopped my DLA over the phone and that nobody will tell me why or what the extra info is that they require. I can't even appeal! :sad:

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Thank you so much for that, I'll do that first thing in the morning and also send it so that they have to sign for it. It really gets to me - I used to have four jobs all at the same time (two voluntary) and in 1997 I was told (by the MOH for Devon) that I could no longer do anything. I've got worse since then, been told that it is "progressive and irreversible" and now I've lost my DLA, even though it has been increased twice since it was awarded to me. They must think I'm a fraud all of a sudden and that is upsetting me. I'm finding it very hard to cope.

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Let us know how they respond, there are lots of things you can do, don't let them get you down ever. The guys are here for advice and support.

 

Thank you so much for that, I'll do that first thing in the morning and also send it so that they have to sign for it. It really gets to me - I used to have four jobs all at the same time (two voluntary) and in 1997 I was told (by the MOH for Devon) that I could no longer do anything. I've got worse since then, been told that it is "progressive and irreversible" and now I've lost my DLA, even though it has been increased twice since it was awarded to me. They must think I'm a fraud all of a sudden and that is upsetting me. I'm finding it very hard to cope.
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Let us know how they respond, there are lots of things you can do, don't let them get you down ever. The guys are here for advice and support.

 

Wilco - and thank you so much.

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Well thanks for clarifying that you returned the booklet in time as that makes my initial

post/thoughts invalid which is a good thing.

 

I am not sure if I am right here but

 

"If someone's case is under review surely they cannot stop the payments until after the review has been completed"

If this above statement is correct then that would suggest that the review had been completed and if it has been

completed then they must have the information on their systems.

 

Whenever i am told by the person that I am speaking to that they do not have any info on the system or that they

cannot tell you anything I always say "well put me through to someone that can". You have to be firm these days

and not let them get away with this sort of thing. If they keep fobbing you off just say that you are going to have

a word with your MP (or something along that line) and theres a chance you will get them to "find the person you need"

or find out more information concerning your situation.

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Update: I've just telephoned again and the lady who is dealing with the case actually answered the phone. She said that by strange coincidence she had the file on her desk and took a few seconds to look at it. She then said that there IS a "suspension on the payments" but that it was not put there by her and that she did not know who had put it there or why. Apart from that there was nothing that she could do, but if she found anything out she would come back to me.

Therefore I am still in the position of not being able to appeal or protest about it because I don't know why it has been done and the letter that was "in the post" on Monday still hasn't arrived.

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Hi sc867

 

Continue with your complaint, they should inform you as to what is going on with your claim. They have your file, 'but they don't know what's going on with your claim', they have notes on your claim 'but they don't know who put the notes on the system, stating your claim has been stopped, except it wasn't the person you spoke to', your expecting a letter but it hasn't turned up yet', this is against the 'DWP's Customer Charter'.

 

If they don't want to provide you with information. Send them a formal request.

 

Send them a SAR request. No fee required, they have 40 days to respond, they have to provide all the data they have on you. If they don't provide the info, make a complaint to the ICO. Send the SAR Recorded Delivery.

 

DWPrequest for personal information - Gov.uk

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Futher update: I received another phone call last night (apparently the staff are working 12 hour shifts) from the lady in charge of the case. She told me that she had lifted the suspension of payments because she could not find out who had imposed it or why. I've checked with the bank and this month's DLA has now been paid into my account. She also said that she was now checking with my GP about the mobility part of the claim, which I suppose is fair, although they had already been told that my condition is "progressive and irreversible."

One question comes to mind. Am I going to have to go through all this again when they change my DLA to PIP next year?

Thank you for all your help and support, I do appreciate it as I find things very hard to cope with at times, amd this was one of them. I would guess that there's no point in doing anything else at the moment until I hear whether they are going to continue with my DLA payment. If they say no, then I'm going to have to appeal. I just wish there was some sort of organisation that helps claimants in this area. There is a "Claimants Union" in Plymouth, but they only help people who live in Plymouth.

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From what I know. When you get migrated to pip. Dependant on how much evidence they have on file and how up to date that is will determine if they do a paper assessment or actually call you in to start the misery go round again.

Sorry :( system really does cause more stress than is needed

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From what I know. When you get migrated to pip. Dependant on how much evidence they have on file and how up to date that is will determine if they do a paper assessment or actually call you in to start the misery go round again.

Sorry :( system really does cause more stress than is needed

 

A friend who has had rheumatoid arthritis for over 20 years and can hardly walk these days had to undergo a medical from DLA to PIP.

She was told they needed to update her records, and make an up-to-date assessment of her condition.

 

The good news was, she is know claiming the higher rate, as her condition had deteriorated, and she had not informed them as she was afraid to (in her words) rock the boat.

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Hi sc867

 

Well Done on getting that resolved. As soon as you get PIP paperwork through update this thread. Then the guys can advise.

 

Futher update: I received another phone call last night (apparently the staff are working 12 hour shifts) from the lady in charge of the case. She told me that she had lifted the suspension of payments because she could not find out who had imposed it or why. I've checked with the bank and this month's DLA has now been paid into my account. She also said that she was now checking with my GP about the mobility part of the claim, which I suppose is fair, although they had already been told that my condition is "progressive and irreversible."

One question comes to mind. Am I going to have to go through all this again when they change my DLA to PIP next year?

Thank you for all your help and support, I do appreciate it as I find things very hard to cope with at times, amd this was one of them. I would guess that there's no point in doing anything else at the moment until I hear whether they are going to continue with my DLA payment. If they say no, then I'm going to have to appeal. I just wish there was some sort of organisation that helps claimants in this area. There is a "Claimants Union" in Plymouth, but they only help people who live in Plymouth.

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  • 3 weeks later...

Latest update: Having been told on 26th Sept that DWP were going to check with my GP, I had to go and see her last week as I fell down again. I asked her what DWP wanted to know and she said that she hadn't received anything from them! Should I say nothing or should I pester DWP and risk upsetting them at possibly some cost to myself?

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  • 3 weeks later...

Latest update: my GP has told me today that she has just received the questionnaire from DWP regarding my DLA. What do you recommend that I do now? Should I just wait to hear from DWP or is there something more that I can do to help myself?

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Thanks for that, LW. I wonder if it would pay to see the GP and go through her reply with her before she sends it back, or would that either be frowned on or not be allowed?

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I can't see there being any objection to you seeing or consulting your GP, and what business would it be of anyone else?

 

 

I thought that there were strict rules about doctors divulging details of patients' health condition. For that reason alone I would expect that your GP would consult you before returning any details of your condition to DWP.

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