A good lesson learned

Not DWP but HMRC but premise remains the same.
I became aware after reading on a support board elsewhere that HMRC were likely overpaying me child tax credits. Couldn't get through on the phone so contacted them through Government Gateway asking them to look again as I didn't want to be responsible for an overpayment. Payments continued so assumed that the board was wrong and felt reassured that HMRC had investigated and I wasn't overpaid.
Eight months later at the start of the new school year I knew for a fact I was being paid wrongly I contacted them again. Payments stopped but heard nothing for 9 months when I got a bill for £25k as they decided on a whim d wasnt in school post 16 despite me filling in required forms yearly for Child Benefit. No details how to challenge this just details how to pay.
Spent a week on the phone, for hours at a time trying to contact HMRC. Eventually got through to someone who told me I would need to ask for a mandatory reconsideration but you only get 28 days from date of letter that arrived 7 days after that date.
Wrote the MR, gathered evidence of school attendance, my contact with them, my further contact and lack of response.
Heard nothing again, got various bills for different amounts and contact from a debt collection agency for the £25k instead.
Four months later another bill for £8k and then finally a response to the MR. They accepted that d had been in school post 16 and whilst I had been overpaid for 9 months from my first to second contact with them because they hadn't met their customer care charter they were writing it off and I owed nothing.
If you take anything from this it is that when dealing with government departments make sure you know what they should be doing. If you think they are wrong challenge it in writing so that you have a record (send recorded delivery) Keep a record of any contact you have. Don't delay even if you are worried sick and would rather stick your head in the sand and find out how to challenge decisions and challenge them with whatever evidence you hold.

Oh my goodness, Donna that sounds a horrific tale. I'm so pleased you got it sorted out eventually but that must have been so stressful for you. Thank goodness you had called and queried it!!

Anji

Many years ago when I was on "sickness benefit" and I had to send in "sick notes" from the doctor. This was after my second husband died. My two children were small. Days of yore - before computers and smart phones. I was waiting for my giro and it never came. I think I telephoned them and they said that I did no exist. I was in state of panic. Actually started to feel invisible. All sorts of things went through my head because the sick note was linked to housing benefit and any other payments that I was entitled to.
I went to the local C.A.B. office and they were so helpful.
It turned out that someone at the D.W.P. had stuck my sick note in a drawer and forgotten it!!! Well that's what I was told.
Got it all sorted in the end, so I can imagine your dilemma! Well done for having the energy for persuing it all.

I worked at the Benefits Office (now DWP) back then and would say that it was most likely stuffed in a drawer and forgotten. There were so many pieces of paper flying about it's a wonder more weren't lost or not paid tbh. I didn't particularly enjoy it, people having a difficult time hurt my heart. I would be useless now they impose sanctions I just couldn't do it.