Completed form to migrate to UC but confused by new "journal" message

I am currently in the SUpport Group of ESA, migrating to UC. I stated, numerous times, as requested on the form that I receive ESA. I submitted the claim at 4.10. at 4.40 I received a message in my "jourmal" that their records show I don't receive benefits that could effect my claim. But on the list is ESA, which I told them multiple times I do. then at the bottom of the list it says that if you DO receive any of these benefits, that it is on ME to contact the office that provides them and tell them i get UC now (even though my claim is an hour old and i'm a month away from even knowing what, if anything, I'll get).

What do I do?!
How does the DWP not know I currently receive ESA (esp as I've told them) and why doesn't UC contact the office, why is it on me?!

Hi Kazcr,

I had the exact same message when I completed my form recently. It's infuriating. I ended up calling the ESA customer helpline but was waiting to speak to someone for 2 HOURS (yes really...). They seemed to know exactly what I was talking about and basically proceeded to tell me when my last ESA payment was and that my claim had now closed; I did then receive a letter in the post the next day saying my ESA claim had closed because I'd migrated onto UC.

I think it's a flaw in the system. I'd write in your journal that you'd like it known that you're migrating from ESA support group just so whoever picks up your case can check. You could call the ESA phone line (‭0800 169 0310‬) though I'd recommend doing so first thing if you want reassurance but I think, from my experience anyway, that it should be fine.

They should definitely fix this though as it caused me a lot of anxiety also.

Hope this helps!

I’m in the same confused boat as you are. I have the same issue. I really hope someone answers it! GOod luck!

Thanks!
I spoke to UC post claims team (a deeply unhelpful man) and was told that ESA hadn't told UC that I receive ESA Support Group and that I had to wait to tell whomever called me for my first appt but sitting around terrified for days isn't going to do me any good, so I suspect tomorrow will be a long day of phone tag! I knew the migration would be stressful but it's so very unnecessarily so. I'm in the support group, I don't want to message a "work coach" in case they think I'm accepting having one and I don't!
In regards to leaving a message on my journal, who do I do that with? the work coach? I'm leery of that due to the above, but none of the other options that are presented (appt, change of circumstance etc) are appropriate. If it said "case manager" I'd be more inclined, but "work coach" (though I know their goal is getting people back to work) gives me "come into the jobcentre immediately" feelings and I don't care for it.

Have you mentioned that you have complex needs? The ‘work coach’ should turn into a complex needs case worker. I am sorry that I cannot find the relevant part, but in this guide it states you can ask for help, when the complex case person comes into play and all sorts. www.benefitsandwork.co.uk/?dlp=681627ad3783a I am dyslexic and tired so my reading ability is pants now. I promise the bit you need is in there. The same person isn’t likely to read what you write, but put in the bit about sick notes and reasonable adjustments into your journal (seperately I think) and they will respond. keeping my fingers crossed for you!