They changed my wife's application to not income assessed. We rang them up because I was linked to her to support her but when I went to do the support on-line I was no longer linked.
We rang and they said we don't change it and we cannot change it back, you will have to use paper. You obviously asked for it not to be consdiered.
So I asked, why on the system audit trail does it show the linkage being in place on the original application PDF, and why does the same audit trail show the one email and two letters you sent requesting me to provide the support to my wife. They cannot answer. But I know, the end of fiscal year rollover was screwed up, because on the 30/03/12 we were linked and they wrote to me requesting the support, when I went in to do it on the 06/04/12 we were not linked.
I had to have our children reinstated on the application because they removed them in the same period, they told me they had removed them because they had not received the evidience, it was only two weeks between the evidence request and SFE removing them, this also spanned the fiscal year end rollover.
We sent all the evidence in and they received it on 18/04/12, a new piece seems to get scanned each time we ring up and ask why there is no progress, the last 6 weeks after they received it.
They send letters showing amounts that do not reflect the amount you were given on-line, they do this until they have finished assessing, but the letter states you have requested the amount which is a blatent falsehood and in my opinion misrepresentation of the facts. They do not write and advise that some components are still being assessed or awaiting evidence, they do not state that the amounts in the letter are provisional.
Generally I have found the front line to be helpful but they are working in a crap process and system, the people who answer the phone are not at fault, higher up heads should roll. I have run IT and first line support services like this and by now my team would have changed personnel at the management level and it is questionable whether I would have been able to hold my position hence being removed my self.
So instead of getting a letter that states:
Loan x amount : subject to evidence
Grant 1 y amount: assessment pending
Grant 2 z amount: awaiting final confirmation
All you get is:
Loan amount A amount (where A is significantly less than X)
and the letter says the above is what you have requested thus misrepresenting the facts.