As my friend has lost online access, I submit this for her in her name, and will feedback answer to her... Christa
´I submitted a Covid 19 Emergency form by snail mail two weeks ago because my new computer had just failed, ( I have a valid warranty that is not any good as the service centre will not operate ‚until after Covid19, so hard to do anything remotely and hard to get hold of any helpline‘)
I finally got through to welfare today, I was told that there was a ˋmismatch’ in my Covid form with my details, and that is probably why Emergency payment was not paid. I checked this again, but pps number is correct and so are bank details,
I was not aware of the rule that anyone who lost their job before 12 March is not eligible, there was no sign of that when I filled in the form, I put in last day of work 10/03/20 and there were already signs of Covid, t.b.h. I went into 14 days self-isolation to be sure after guiding the tour that finished 10/03.
Work and jobs lost were NOT before the excluded time, but would have started shortly after and were 100% Covid related (I even included an overview in my mail) and I have more proof now that all my tours for 10 weeks are cancelled until May2020. So I thought I was really matching the requirement, wonder what was missing and fail to find out. Maybe the form got wet and was not readable?
I have no access to the internet, other than ask a friend next door, but I cannot work on her computer, at the moment we exchange usb with texts if I must email, Welfare want me to log on to their page, fill out claims, but it is not possible.
I cannot use their internet and am trying to organize a computer and WiFi access which is difficult right now.
I need to solve this either by mobile phone (not web capable) or email but find it very hard to find out what the problem is and why payment was not processed and why no one can come back to me by mail or phone.
I know they are very busy, and I was in the queue to welfare for more than an hour today and thankfully got hold of someone who was helpful just before 5pm. But the info that my payment was on hold due to mismatching data is very confusing and I have received no reassurance.