DWP: How can I help?
Me: Hi, I’m calling to change my bank details.
DWP: OK, I need to ask some security questions.
*We go through the security questions*
DWP: OK, that’s done. How can I help?
Me: I’m calling to change my bank details.
DWP: The payment due on the 1st will be going into your old account.
Me: How much is going in?
DWP: *Gives amount* That’s for the address *Gives old address*
Me: I called a month ago to change my address.
DWP: We still have the old one on file. We’d need to change your address.
Me: Have the housing team looked at my new tenancy yet to reassess my claim?
DWP: I can see the tenancy was received on 7th October, but they haven’t looked at it yet. I’ll send them an email.
DWP: To change the address on the system, we’d need to go through some questions. Are you without an address?
DWP: Hang on, the system has crashed.
*Silence, as I look deadpan at the wall*
DWP: Did you hear me? The system has crashed!
Me: Yes. I heard you.
*I am placed on hold for a few minutes*
DWP: Right, I can advise you to call back in maybe 2 hours, and to change address only today as the system can only handle one request a day.”
Me: I only called to change bank details.
DWP: I know, but it’s your choice which you do today, and you can do the other one tomorrow.
Me: Just to confirm, I paid out to call and change my address a month ago, I call up to change bank details today, and you’re asking me to pay out in a few hours to change my address, then call back tomorrow and pay out to change my bank details?”
DWP: Yes, please.
Me: OK, bye.
Cost of call: £9
45p a minute. 20 minute call.