Tax credit helpline - Pam perhaps?

AsknAnswer2

I rang tax credit 6 weeks ago to report a change of circumstances. I was told that my payments would stay the same for a further 4 weeks and then decrease - which is exactly what I expected would happen and the reason I rang.

However, I'm still getting the same amount and by Monday it will be 7 weeks. Try as I might I just cannot get through on the number. I get through all the options, but then am always greeted with the same message along the line os; "I'm sorry. We're very busy right now. All of our advisors are on other calls. You might want to try later. Goodbye"

I've been ringing consisitently during my lunchbreaks and again between 6 and 8pm when I am home, but can't get through. Having looked at my phone bill online, I am being charged for listening to the options and I don't want a huge phone bill in addition to an overpayment which is inevitable because the change doesn't appear to have been actioned.

Is there any time that the phones go quieter that I'd have a better chance of getting through to ask them to action the change I reported?

joanne_d_3

I needed to ring them a few weeks ago and tried at around 8.45am . I was only on hold for a few mins before my call was answered.

Could possibly be because a lot of parents would be out doing the school run at that time ?

Try it tomorrow morning .

AsknAnswer2

Thanks joanne - I'm thinking more what are the quiet times at weekends. Sorry, I should have said that really. Let me explain...

I leave the house at 7:30, travel on a bus then work from 8:30 to 5:00 then travel home. I wouldn't like to make the calls on public transport because I have to divulge a whole lot of personal info during the call, and am not permitted to make phone calls during my contracted working hours. So really the only time I can make the calls during the week are 12:30 - 1:30 when I can sneak off somewhere quiet at lunchtime or in the evening when I'm home, and had no luck during those times yet.

moomoomama27

I have tried to call them every day for the past week at all times of the day and get the same message. Very frustrating.

pennylikespounds

put something in writing to cover your backs

Mollycat13

Alternative tax credits number is 0845 300 3600

I got through within two minutes at the end of August.

AsknAnswer2

That's the number I called (actually in error - I misdialled - only discovered when I saw telephone bill) when I reported the change. So I'm not taking the risk again seeing that it was someone on that number who appears to have failed on actioning the change.

I did think about putting it in writing but it won't cover me any more than I already am - I'm covered because I reported the change and can prove the date and time of my call; it would then be up to tax credit to retrieve that call to establish the discussion which took place. I'm led to believe that sending anything in writing is worse than the wait for the phone lines. I kinda want this sorted ASAP because at the moment I'm getting more than I'm entitled to and the longer I wait for them to take action, the bigger the repayment would be. It's not about whether I have to pay it back - I don't as it's their error. When an overpayment results from a failure on their part, they cannot legitimately recover. It's about doing the right thing and paying it back because I should not be getting this amount due to the change.

Anyone know the target time for processing letters received?

emsywoo123

AsknAnswer2 wrote: »

Anyone know the target time for processing letters received?

No idea, but I wrote to them as I gave up trying to get hold after about 3 weeks of trying all times of day......sent by recorded, but that failed to track so I re-sent by special. Cost a little over £5, but I sort of ran out of ideas as to what else to do!

I am expecting a baby in a couple of weeks.........I expect it'll take a fair few months to sort all of it then again..........

flutterby_lil

That is the overseas number - they will sometimes not accept your call as they will ask where you are phoning from. Some will say they will take the call just this once, but your number will be logged.

I had the same problem getting through in the evening, and never even got through to getting on hold - I rang from work yesterday and got through to be put on hold for 10 mins and then got to speak to somebody! Evenings and weekends are just impossible to even get through to be put on hold. Most of the times I was told they were busy and to call back , didn't even get through to the press 1 etc option.....very frustrating.

Good luck.
:mad:

joanne_d_3

Hi op.

You seem determined that although the overpayment will be the fault of the tc office , that you want to pay it back (which is commendable)...all i can suggest is that you gain a rough idea of how much you are being overpaid weekly and put that amount to one side . At least that way when they do come asking for the money back you will have it to pay them .

NEH

Mollycat13 wrote: »

Alternative tax credits number is 0845 300 3600

I got through within two minutes at the end of August.

OP that is the overseas number, i used it a couple of times but the last time I used it i got a lecture about not using it again and how it was only for overseas customers and that they would process my change this time but don't do it again....

Guess what she didn't record the change of circumstances, i think because she was so annoyed i had rung that number, maybe the same has happened to you? I only found out by chance that she hadn't bothered to alter my details, fortunately i found out in time....

There is a whole thread on this helpline right now as many people have been having trouble getting through for months.....

I've been trying since September to get through to change my address but to no avail and I have rung at most times I can think of...