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Thread: DWP Customer Help Lines Changes

  1. #1
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    Post DWP Customer Help Lines Changes

    DWP are making changes to the telephone numbers customers use to access their services from 17 March 2014. The Permanent Secretary has committed all DWP customer help lines to running both 0345 numbers (generally cheaper to call from mobiles) and 0845 numbers (generally cheaper from landlines) so that customers can make an informed choice to minimise their call costs. In future, for each working age primary benefit enquiry line, there will be:

    • a single 0345 number for most people to use (with an 0845 equivalent)
    • an 0345 Welsh speaking number (and 0845 equivalent), and
    • an 0845 text phone number.

    These changes will reduce the cost for some customers (generally those phoning from mobiles) while ensuring those who benefit from low rates for 0845 calls (generally those calling from landlines) are not disadvantaged. If you have any questions please e mail Amanda.jakeman@dwp.gsi.gov.uk
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  2. #2
    Senior Member nukecad's Avatar
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    If using the 0345 number from your mobile be sure to check your bill.

    Last month I had to contact the DWP on 7 occasions.
    I used the 0345 6088545 benefit enquiries number as it is included in my mobile plan free calls.
    (It is programed into my contacts under DWP for one touch dialing).

    On five of these occasions it connected corectly, however in between these connections it connected twice to the 0845 instead and I was billed for these calls. A total of £4.66 + VAT.

    I hadn't done anything different, the calls had just connected to 0845 instead of 0345.

    On the bright side a call to my service provider, Orange, quickly produced a refund of the charges.

  3. #3
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    Quote Originally Posted by nukecad View Post
    If using the 0345 number from your mobile be sure to check your bill.

    Last month I had to contact the DWP on 7 occasions.
    I used the 0345 6088545 benefit enquiries number as it is included in my mobile plan free calls.
    (It is programed into my contacts under DWP for one touch dialing).

    On five of these occasions it connected corectly, however in between these connections it connected twice to the 0845 instead and I was billed for these calls. A total of £4.66 + VAT.

    I hadn't done anything different, the calls had just connected to 0845 instead of 0345.

    On the bright side a call to my service provider, Orange, quickly produced a refund of the charges.
    03 numbers are better.

  4. #4
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    Actually not for me.As part of my telephone package I have 250 free minutes on 0845 and 0870 numbers which was handy for the likes of the DWP,local council and the likes but most if not all have or are reverting to 03 numbers

  5. #5
    Senior Member deebee's Avatar
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    Grrr. I am ringing an 0300 number today(child benefit) the computer asks so many questions (in order to put you through to the right dept.)then when you have answered all of that it goes, we can,t help you at the moment, Goodbye, and cuts you off

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