It Pays To Look Out For Each Other

(I have been receiving government benefits for a little while after leaving a violent relationship and being homeless. I finally get my own place and inform the agency responsible for the benefits; they tell me will send a rent certificate out so my landlord can sign it so I’ll receive assistance in paying rent. Fast forward a month: despite asking numerous times for it, it never arrives. I’m just managing to pay my rent but have very little left for food, bills, and essential medication. I go into an office to get one so my landlord can sign it before leaving the country for three months. I spend an hour and a half waiting for two pieces of paper, run and get my landlord to sign what he needs to, and then head back to the office. I wait another hour for a lady to take the papers.)

Lady #1: “It will be in your next pay.” *starts to walk off*

Me: “Excuse me, but I’ve waited for a month for the rent certificate. I really need the money. Shouldn’t I get back paid?”

Lady #1: “It will be with your next pay.”

Me: “I’m sorry, but I was told it could be done immediately. I would also like to know how much the assistance will be.”

Lady #1: “Fine, take a seat and I’ll find out.”

(I wait another twenty minutes.)

Lady #1: “It will be [amount that’s $50 less than should be] and will be with your next pay. If you want money now, you have to get on the phone.” *walks away*

(I get on the phone to a department that is notorious for keeping people waiting and then not helping. I am extremely lucky to get a woman who goes above and beyond. She messages the lady I originally dealt with to actually upload the paperwork — which she hasn’t done — and gets the amount I am to receive corrected. Because the office I am in is closing, the lady I originally dealt with tells me I have to leave. The second lady promises to call me on my mobile once she has everything sorted out. Twenty minutes later, [Lady #2] calls me and verifies who I am.)

Lady #2: “I have some good news: [correct amount] will be in your account overnight. I’m sorry for what happened today at the office but I’ve had four people working on it and it has been escalated to a supervisor.”

Me: “Thank you so much. Everyone else I’ve dealt with didn’t care, but you’ve been amazing. I really appreciate it.”

Lady #2: “Not a problem; I’m glad I could help. Now you mentioned you need medication; is there anything else you need tonight? I won’t be able to give a lot right now as the money will be in your account tomorrow, but I can see what I can do.”

Me: “Just my meds, which will be about [amount], and something for dinner.”

Lady #2: “What about getting home? It’s too hot to be walking long distances.”

Me: “I have enough on [travel card] to get home. Thank you.”

Lady #2: “Okay, I’ve just put [amount] on your account, which means you’ll get [amount] tomorrow. Things will get better; keep your head up.”

Me: *now crying* “Thank you so much. You’ve been amazing. No one else I’ve talked to has cared. Thank you, have an amazing rest of your day.”

(This might not seem like a lot, but the second lady I spoke to really went above and beyond to get it sorted and make me feel better. So, to the lady, if you’re reading this, thank you; your kind words and going the extra mile to fix others’ mistakes for someone on the end of the phone really made a difference.)

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