Income Tax refund

trinidadone

Thanks for scrutising my complaint, glad you dont work there LOL

suso wrote: »

So you phoned up on the 30/6 and was advised it was going to approx 10 weeks. so what do you do. phone back the following day.

What did you expect to be told!

When you were told that they couldn't confirm receipt of the letter what did you say, did they explain that notes are not put on the system until the case is being worked on. Letters waiting to be worked on are not logged, just put in date order and work through in order.

Phone call 4 you were concerned that personal and sensitive information was mislaid. As this has happened to you before, you did send it recorded delivery didn't you?

As all the calls to the call centre are recorded it would be interesting to hear how much you were told and how much you listened to.

Pumpkinface_2

You started following up after less than two weeks?? I think you are being unrealistic with your time frames. Unless you do on line self assessment, it is quite normal for the paperwork to take much longer than this. Your delay is not lengthy.

trinidadone

koooooooooooooooooooooooooooooooooooooooooooool

Chinkle

Mine rebate claim was sent early June too, just had a letter yesterday "apologising for the delay" but requesting more info, so looks like another 3 month wait now to get it processed.

No point calling tax offie in my opinion, you'll be lucky if you don't just get the recorded message and then get cut off. You can write any complain, but honestly you haven't been waiting any longer than the rest of us. Just the way they work.

trinidadone

I am so glad i made an official complaint with HMR&C. The stage one response informed me the tax office have lost my claim. I have had to resubmit my claim again with proof. I have now esculated my complain to the second stage. Dispite some peoples responses here, I urge anyone who has waited for five weeks to log a complaint. The computer system is not our fault. What a terrible government organisation this is. Good job I did not follow the advise given here!!!

Chinkle wrote: »

Mine rebate claim was sent early June too, just had a letter yesterday "apologising for the delay" but requesting more info, so looks like another 3 month wait now to get it processed.

No point calling tax offie in my opinion, you'll be lucky if you don't just get the recorded message and then get cut off. You can write any complain, but honestly you haven't been waiting any longer than the rest of us. Just the way they work.

System

1. You rang on 16th June to ask what you needed to do to claim back a refund of overpaid tax. - At that point in time no member of HMRC had access to any PAYE computer system because the old one had been closed on 12th June and the new one wasn't due to be launched until 29th June. So the contact centre staff gave you general information without having direct access to your records. These are knowledgeble staff who can do certain pieces of processing work provided all the information is available on your record. Otherwise they act as intermediaries between the public and the processing teams.

2. 17th June you send off the suggested information which included personal documentation and chose not to send it recorded delivery despite being a victim of identity fraud in the past. We will assume it is added to the stockpile of post waiting to be worked, in order of the date it was received, when processing staff eventually get access to the new PAYE system. No acknowledgement is sent because that costs money ie: postage and envelopes. Neither do HMRC PAYE service have a super duper scanner to electronically capture all documents sent in by the public.

3. 30th June you call to progress chase - This is the day after the first traunch of staff gained access to the new PAYE system so the contact centre staff still probably did not have access to your records. The new system is being launched to groups of staff every other day for a couple of weeks so the contact centre staff ask you to call back tomorrow to see if there is any further information. Their customer action guide instructs them to advise of possible delays whilst the new system is being implemented and to apologise for the wait.

4. 1st July you contact the contact centre again. No information has been put on the contact history of your record on the new service which indicates to them that it's possible your claim is still in a pile of post waiting to be worked that's why they can't confirm receipt of your claim. They access their Customer Action Guide which has a "turnaround guide" and this tells them it could be seven months until your claim has been dealt with by your tax office.:eek:

5. 7th July you call again and the contact centre staff reconfirm the information they gave you on 1st July - that it could still possibly be a 7 month wait.

6. 21st July you call again and the contact centre staff reconfirm the information they gave you on 1st July and the 7th July. This is still only 5 weeks after you sent the paperwork in.

7. 28th July you call again and the contact centre staff advise you that your tax office have managed to get through their backlog of post more quickly than previously thought and someone has been dealing with your case but requires more information and they have sent out a form on the 24th for you to complete. Thats only just over 5 weeks since you originally posted the documents. They correspond by post because processing staff phonecalls cannot be recorded and they cannot yet correspond securely by email. They send post by second class mail because it's cheaper for the UK taxpayer. They promise a callback.

8. 29th July you recieve a P92 and return the information required by first class mail and when received by HMRC it goes into another pile of mail to be worked in order of date of receipt. You again chose not to use recorded delivery despite having been a victim of identity theft in the past. You complain and are again promised a callback.

9. 6th August you contact HMRC rightly frustrated that the promised callbacks have not been made to you but you again ask about the progress of your claim despite knowing that your tax office are taking 5 weeks to process pieces of post received. You are informed that you need to put any formal complaint in writing. You chose not to do so until 17th August.

10. 11th August you call again and enquire as to whether the P92 has been recieved and the contact centre again advise thay have no access to post and that post received is not logged as received on your record. However their "turnaround guide" now states that your tax office is now only taking 4 to 5 weeks to work post. That should tell you that the earliest you can expect your P92 to be worked should be around the end of August.

Today you say you received the first stage complaint response which says your claim has been lost. That obviously happened after the P92 was sent to you on 24th July and you have every right to complain about that.

Personally I think your only grounds for complaint are the failed callbacks and the loss of your claim after the issue of the P92.
You are certainly entitled to have your affairs dealt with in a timely manner but give no consideration at all to the fact that HMRC had just introduced a brand new PAYE system which replaced a 20 year old system that was no longer fit for purpose. You also give no consideration to the staff who had to master that new computer system with just 16 hours of computer based training and who have to cope with the inevitable glitches which have arisen. You obviously expect them to be fully up to speed in an instant.
The fact that your tax office are now offering a post turnaround time of just 4 to 5 weeks is fantastic given that it is just over the desired turnaround time of 15 working days.

trinidadone

it must of taken u ages to write all that. All mail from me was recorded delivery, and nah, I dont give any "consideration" to the government for there coputer systems, why should I, they got my money, end of!!

there some other errors you wrote, but cant bebothered to correct, cheers for your loooooooooooooooooooooooong response though, but Big Brother the finalist is more important right now

System

trinidadone wrote: »

but Big Brother the finalist is more important right now

Says it all really:rolleyes:

One point though if you sent everything recorded delivery then you knew HMRC had received your correspondence and really did not need to continually pester them to check if they had received it.

trinidadone

I did need to keep ringing to see if the tax office recived the claim and all letters, because unfortunantly I received a further bad experience from the post office whom were not able to confirm if the mail had arrived.

BTW Sophie won, Yeeeeeeeeeeeeeeeeeeeah

Seanymph

I think if I'd sent it in June I would give them a call to establish where in the system it was. Just in case there was a problem.