IB reassessment and CTC

When IB reassessment was being introduced, we were assured (weren’t we?) that anyone still getting IS for children would be transferred to CTC and wouldn’t have to sort that out for themselves. I assumed till now that this was happening as no clients had said it had been a problem. Now have a client who remembers being told the CTC claim had been completed over the phone and the transfer would be “seamless”. She has just got the reasessment decision (support group) and because she likes to make sure everything is ok, rang the TCO who said they had no record of a claim for CTC. So she also rang JC+ who said “Oh no we don’t do that any more, you have to sort it our for yourself”.

Is this right and if so when did it happen and was it publicised and I missed it? Or might it be JC+ messed up on this occasion and were covering up by telling her that? Highly unusal I know for JC+ to do anything like that….