Finances utterly depress me, a reality that makes them even more impossible to understand that they were in the first place. For the past few months I seem to have gone right to the line of no income, despite the fact that Employment and Support Allowance (ESA) and Disability Living Allowance (DLA) should, together, provide me with a decent-ish income. I mean, their existence doesn’t allow me to live any sort of luxurious life, as some right-wing commentators appear to erroneously opine. But, until fairly recently, they allowed me to survive financially; my basic needs, cautious payments of debts and even the occasional treat were all within my budget.
However, mental illness that includes a large and chronic dollop of depression makes keeping track of these matters, something of which other people seem to be vaguely capable, very difficult. Especially during the winter, when depression, anhedonia and listlessness seem to reign supreme. This is a typically pretentious and verbose way of me saying that I haven’t been keeping track of my finances at all of late.
Sometime in November, I started to struggle with money even more than normal. I blamed it on the then-upcoming capitalist festival that is Christmas, and on occasional on pretty expensive expenditures such as flights, and didn’t really think much more about it. By December, I was kind of perplexed by just how little money there consistently was in my account, but I still didn’t have the wit/couldn’t face any form of investigation into same, and continued trying to evade my debtors – something at which I became extremely adept as a student.
However, today I received a text message from my bank informing me that I had received a payment and since this is a Wednesday, I assumed that this was my monthly DLA payment (which it indeed turned out to be). Its arrival caused me to casually wonder if this fortnight’s ESA had arrived – and for the first time since I moved to e-banking and statements, I decided to check.
After the usual faffing about of forgetting my username, password and PIN that grant me access to my account, I was finally presented with the dubious details of same. I clicked the link to statements, and a dull, code-like document duly stared back at me, mocking me with its desultory language of numbers. I ignored this frustrating but expected element of the matter and read it, looking for ESA payments from the Social Security Agency (SSA) of doom.
There were none to be seen.
I went further back – back to last month’s statement. Maybe they paid me double before Christmas, similar to the way that employers pay December’s salary at that point rather than at the traditional end-of-month juncture.
But there were still no references to it to be seen, aside from a pathetic cold weather payment of £25 (because that’s really going to pay for all the fucking oil incurred during those seemingly interminable hideous weeks of snow and ice).
By this time I was in a state of panic. Oh my fucking God. They didn’t re-approve the application and they didn’t tell me. Fucking hell. Oh God almighty. I’m going to have to go to one of those evil, suicide-inducing social security tribunals of fucking evil. Fuck fuck fuck fuck fuck. They think I am some dolescum waster. They don’t believe me, they think I’m a liar! I’m not, this is real! Fucking real! Jesus! Why do they think this? Who have they spoken to? Oh my God. I’m going to have to kill myself, I can’t afford to even pay off a fraction of my debts without ESA, never mind actually bloody well live…etc etc etc.
Filled with trepidation, I went back to October’s statement. And there it was: ESA, paid at the normal support group rate. But – the last payment was on the 12th of October. For the calendar-understanding-challenged amongst us, that is over three months ago!
I could hardly breathe. October was at about the time they had inexplicably asked me to apply for a renewed application of the benefit, so it seemed definite that they had received the 7,000,000 light-year long form and decided it was full of lies, or that my ability to even half-complete it demonstrated occupational competency. I say that their request for a re-application was ‘inexplicable’ because, after I had threatened to appeal their earlier decision to allocate me to the work group, they had backed down only in June 2010 and agreed that I was, in fact, meant to be in the so-called support group (here is an explanation of the support versus the work group, if you care). What could they think had realistically changed in a mere four months?
12th October. I was sure that they should at least have informed me of their decision to cancel or otherwise withhold the payment. To that end I quickly navigated to their website to look for an email address to which I could direct a complaint and a request for clarification.
Not that I found one, but as I looked anyway, my panicked mind at least allowed me to consider one rational point: these are the most fuckwitted people in the Northern Irish public sector, which believe me is fuckwitted enough in the first place. If I were to email them, they wouldn’t respond until about August 2038 – if they even responded at all, that is, employing the old excuse of, “oh, I never got that email…”
I knew then that I would have to phone them. This is about as bad as it gets. My serious and extremely debilitating phone phobia has not reduced in any way since I first discussed it here – if anything, I hate and fear it all the more. The thing is evil.

But what choice did I have? For some horrible reason, I’d just discovered I’d lost three months’ worth of my income! The ridiculous situation had to be resolved, and had to be resolved quickly.
So I reluctantly picked up the phone, my anxiety building, my revulsion at the device in my left hand palpable. Even Boy Cat looked at me as if the few marbles that I’d somehow hitherto retained were now lost. I ignored his cynical glare and dialled the number.
It rang. And then:
Hello, welcome to the Employment and Support Claim Line. Please note that this number only accepts calls from new claimaints, and cannot deal with enquiries regarding existing claims. Please also note that we are unable to transfer calls relating to existing claims to the relevant department [yes, that is a supremely difficult task, after all. You don't just press 'Transfer' and enter an extension or anything, do you? No, you must first outline the mathematics of the theory of relativity on the telephone's key pad, then type out War and Peace on same as if you were writing an exceptionally long text message. Demanding stuff, indeed]. If you are calling regarding a pre-existing claim, please call 6-21-3-11 25-15-21. For all new claimaints, please hold the line and have your National Insurance number ready…
I audibly cursed the day that Innocenzo Manzetti or Antonio Meucci or Alexander Graham Bell or whoever actually invented the damn thing took his or her first breath. Though the fact that the actual inventor of it is so heavily contested presumably proves that some other hateful being would have invented the piece of shit sooner or later anyway. Not, to be fair, that it’s their fault that the Social Security Agency are wankers, but who cares? They still suck donkey balls.
I dialled the second number in a dysphoric mix of near-paralysing anxiety and rage.
Hello, and welcome to the Employment and Support Allowance Customer Service line. This line is only for existing claimaints and we are unable to deal with queries relating to new claims. Neither are we able to direct new claimaints to the relevant department. If you are a new claimaint, please call 19-21-3-11 13-25 4-9-3-11. For pre-existing claimaints, please hold the line and have your National Insurance number ready.
I did, and I had.
Thank you for holding! We are sorry, but all our lines are busy at the minute. Please phone back later. We are open from 9am to 5pm on Monday, Tuesday, Wednesday and Friday, and from 10am to 5pm on Thursday. [I'm sure you do really useful stuff during that extra hour on Thursdays]. Thank you for calling. Goodbye!
Cunts. Such complete and utter cunts. I called again. And again. And again. And again. And AGAIN!
On my seventh call, having got through the above message, I was presented with this:
Thank you for holding. All our Customer Service Representatives [!!!] are busy with other callers at the moment, and your call is in a queue. Please hold, and someone will be with you as soon as possible.
The false cheer in the robot-woman’s voice made me want to stomp round to their offices, establish her identity, and then rearrange either her face or her motherboard, depending on the type of voice she represented. I waited.
Twice more she rolled out this patronising bollocks, her mutterings interspersed with enraging repetitions of Vivaldi. But hark! Hark! Finally I heard actual ringing. Who knew it was even possible?!
Of course, this suggested that I would soon have to speak, and thus my infernal wrath subsided back into extreme panic once again. Given that I claim benefits for being mental rather than being fucking raging, this was on reflection probably a good thing.
A miserable, fed-up sounding git apparently called Jonathan eventually answered. He asked me my National Insurance number and about 28,000 security questions before finally establishing that I was, shockingly, actually me.
“How can I help you today, Ms Serial-Insomniac?” he asked insincerely and distractedly.
Through tears, stammers and a general inability to articulate myself in any meaningful way, I explained to our righteous and good friend Jonathan that I had been very unwell over the last few months, and to that end had only today realised that his organisation had failed to pay me any money since 12th October.
“I’m supposed to be in the support group, but you asked me to re-claim only a few months later anyway, I don’t know why. I sent the form and everything, but never heard anything from yourselves, so I assumed everything was in order. Could you please explain what has happened?”
The above paragraph is redacted to remove all the ‘ums’, ‘ahs’, sobs, stammers and nose-blows that characterised it.
I heard Jonathan clattering something into the keyboard he presumably had in front of him. Then he said, “just hold on a minute.”
Silence overtook the line. It made a refreshing change from robot-woman and Vivaldi, at least.
Jonathan was gone for approximately three minutes, during which time my epic foray into hyperventilation and neurosis continued completely unabated. Eventually, his now surprisingly apologetic voice returned to the line.
“Are you still receiving DLA, Ms S-I?” he asked.
I responded in the affirmative.
“OK,” he said, “something’s gone wrong here. It seems that there’s been a glitch between our systems and the DLA systems, resulting in the suspension of payments to your account. I’ll send this information over to the Maintenance Department and get it sorted for you.”
“Does that mean that I haven’t lost the benefit, then?” I queried.
“Oh no,” he replied, fairly categorically. ”It’s just been a glitch in the system. I’ll pass it over to Maintenance, and you should get the money within a week.”
I thanked him for his help, and was – praise be to Christ – able to end the hateful call. I assume that at this point I was meant to feel reassured, and I suppose part of me did, but there were two issues with which I then had to contend. Firstly, if the SSA can make such a monumental fuck up for three fucking months, then can easily fuck up the sending of the payment that they now apparently realise is owed to me. Secondly, the whole stress of finding out I hadn’t been paid for so long, believing that I had lost the benefit altogether, and making the God-forsaken phone call(s), had rendered me a tearful, exhausted, anxiety-ridden, depressed mess. Even more so than usual, that is.
Seconds later A, who was home early from a meeting, walked through the front door and I collapsed into his arms, explaining through more stammers and breathlessness what had just happened.
To my surprise, A congratulated me. He felt that the fact I was able to make the phone call at all was a fact worthy of positive regard. Furthermore, when I relayed brief details of the afternoon’s catalogue of idiocy on Twitter, someone else said the same. Now that I have calmed down somewhat, I can see their point: I actually do feel quite pleased with myself. It was a massive ask of me, and I did it. Not, however, that the experience has in any way given me renewed confidence in using the bloody phone, of course. It has simply reinforced my utter abhorrence of the despicable piece of shit.
I think I’m owed about £1,300, which is certainly something to be welcomed. If it arrives as good Jonathan suggested it would, it will help assuage the demands of those bastards hunting my arse for the money they’re owed, and should even give me enough to live on for a bit, especially if normal ESA payment resumes fortnightly as it should.
It’s a big ‘if’, though. I don’t understand why the ESA and DLA payments should even be linked in the first place; they are entirely separate benefits. Still, let’s hope that it was something as simple as stated, and let’s just see if they can manage to acquit themselves with any competence now that the complaint has been flagged up with their oh-so-wonderful personnel…
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