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    • MSE Megan F
    • By MSE Megan F 22nd Aug 17, 2:47 PM
    • 169Posts
    • 58Thanks
    MSE Megan F
    MSE News: Left out of pocket by the Tax-Free Childcare scheme? Here's how to claim
    • #1
    • 22nd Aug 17, 2:47 PM
    MSE News: Left out of pocket by the Tax-Free Childcare scheme? Here's how to claim 22nd Aug 17 at 2:47 PM
    If you've been left out of pocket due to technical difficulties when applying for the Tax-Free Childcare scheme you can reclaim your costs...
    Read the full story:
    'Left out of pocket by the Tax-Free Childcare scheme? Here's how to claim'

    Click reply below to discuss. If you havenít already, join the forum to reply. If you arenít sure how it all works, read our New to Forum? Intro Guide.

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Page 1
    • LizPhillips
    • By LizPhillips 25th Sep 17, 1:18 PM
    • 10 Posts
    • 1 Thanks
    LizPhillips
    • #2
    • 25th Sep 17, 1:18 PM
    • #2
    • 25th Sep 17, 1:18 PM
    Hi, Just wondering if anyone here has received any compensation and how long it took once they sent off the claim form? I filled one out as it took 75 days to process my application with no acknowledgement and no one could help on the helpline (whenever I could get on).
    I'd also like to say thanks to all @ MSE for publishing the article (and all the other stuff too!) - it's my GoTo place for all things money
    • richardj1978
    • By richardj1978 25th Oct 17, 12:58 PM
    • 1 Posts
    • 0 Thanks
    richardj1978
    • #3
    • 25th Oct 17, 12:58 PM
    • #3
    • 25th Oct 17, 12:58 PM
    Hi,
    This is my first post on MSE, as I found the article when I was searching for some help with the tax free childcare service.
    Many thanks for the MSE team for writing the various articles that highlight the problem with the scheme.

    I too am having problems with the TFC website, everything worked OK for the first few months (in between long bouts of downtime), but since the start of August my account is no longer getting any kind of HMRC top-up on payments I make. I've therefore had to effectively top myself up in order to meet my nursery bills (which for 2 children in the South East adds up to quite a lot).

    I've phoned the help desk on a few occasions and been elevated to the "technical team" who will "call me back" - not yet happened. I've also written a letter (as advised on my first call to the help desk), and submitted a claim form, but I have not had any kind of response back from anyone.
    I'm now about £800 out of pocket, and rising
    At this stage I'm not sure what else I can do, and am beginning to wish I'd just kept my work's childcare voucher scheme running.

    Does anyone know if it normal for this to take 2+ months to get a response back, or am I just being ignored?
    Is there anything else I can try?

    Thanks
    Rich
    • roses
    • By roses 31st Oct 17, 12:03 PM
    • 2,287 Posts
    • 1,170 Thanks
    roses
    • #4
    • 31st Oct 17, 12:03 PM
    • #4
    • 31st Oct 17, 12:03 PM
    I had to re-confirm my details about one month ago.


    First I got a rejection stating I received childcare vouchers (which I had stated I do not receive!). I managed to get the decision overturned and tax free childcare confirmed.


    Now the top up is no longer credited.


    I've logged a few calls with no answer yet. I also posted off a compensation form three weeks ago and have received no feedback.


    In the meantime I am paying the nursery monthly and am loosing ~£250/month in tax rebates.....
    • Scozz
    • By Scozz 3rd Nov 17, 5:30 PM
    • 7 Posts
    • 0 Thanks
    Scozz
    • #5
    • 3rd Nov 17, 5:30 PM
    • #5
    • 3rd Nov 17, 5:30 PM
    Has anyone else started having problems with the tax free childcare scheme? I topped up successfully in August and September. Then in October received a smaller than expected top up, then nothing at all in Nov. As far as the website shows I should still have top up available for the 3 month period. The helpline is useless. Apparently it's a glitch and has been 'raised to the technical team' then the next person I spoke to said that sometimes the top ups are random - when I queried that I was put on hold!!!
    Feeling very frustrated!
    • Cat78
    • By Cat78 4th Nov 17, 3:02 PM
    • 1 Posts
    • 0 Thanks
    Cat78
    • #6
    • 4th Nov 17, 3:02 PM
    • #6
    • 4th Nov 17, 3:02 PM
    Hi,
    I had exactly this issue. Joined fine in May with 2 kids accounts. Reconfirmed in Aug and phoneline confirmed it was accepted. Since then I've received no topups and living in London this means I'm more than a grand out of pocket. I gave up childcare vouchers for this too. I've rung at least six times and they confirm my reconfirmations are fine, they log it with the technical department but can't tell me whether it will be weeks, months or even years before it will be fixed.
    They've given me details of where to send a letter claiming compensation but I need to include printouts of all nursery invoices, even though I'm still paying them via my tax free childcare accounts. So much for paperless. They assure me compensation should be paid to my bank account in under thirty days but that was over sixty days ago and I've lodged another two claims for further payments since.
    In some ways I'm glad it's not just me with this issue, with no way to get updates on resolution because the helpline team have no contact with the second line technical area beyond raising queries, I'd wondered if it was just getting lost as a one person thing.
    What would be the next step? Previous issues got to the press, I'm wondering how best to escalate, I'm currently missing three hundred quid a month and getting sick of the admin of logging claims which aren't yet being paid.
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