This has just happened to me. Was supposed to get a call at 1:30pm it hits 2:20pm and nothing. I call them and say I’ve waited nearly an early to be told they have apparently called me 4 times. She says there is nothing she can do but send it back to DWP. Absolutely disgraceful, I asked to complain and she said she’s sending out a form but on the DWP now as will be sent straight to the back of the queue otherwise. How are they getting away with it.