Tax Credits - unbelievable!!!

kelloggs36

I have just called them again to find out why they were unable to pay my tax credits into my account despite them holding the correct details. Answer: Computer problems which they have no idea how long it will take to sort out! I shall get giros which is very inconvenient, but I suppose it's better than nothing. I wish I had left my old bank details on there now!!

System

Kelloggs one word of warning about this. If and when the computer system gets fixed it will not "know" that manual giros have been given to you so it might send you a big back payment meaning that you could end up with an overpayment at the end of the year.

When giros are issued they have to be physically entered onto your payment record. Speaking from experience in dealing with numerous overpayments this can take some time and they mightened necessarily get entered into the correct year. So if you do get a big payment don't spend it until you check that you are entitled to it. And if you are told that you are get the name of the person who told you and keep a note of the date and time of the call.

welshcakes

What a dopey system. And it's not just ridiculous for the reipients of TCs - all these overpayments that have been and will I suuspect continue to be made due to ludicrous system programming will mostly of course get clawbacked - but in the meantime, what an unneccesary strain of an already oversretched public purse.

Just like the staff of the CSA, I actually have sympathy for those working in the front line of most of the benefits system sections, it must be stressful dealing with so many complaints and frustrated calls when they don't have the means (and often not the training) to resolve the cases (which I'm sure most would love to do).

cazziebo

Hee hee!

Called again to change my bank details. Very pleasant agent finished the call with "Anything else I can help you with today?"

would have loved to have said, You can't! Your system only lets you do one thing per call!!

But you're right - it's not the front line fault, it's the ludicrous processes put in by the highly paid people with secure jobs and secure pensions!

welshcakes

I received letter yesterday asking for more information (new TC claim). Enclosed were 5 pages photocopied from the Application Form that I had recently filled in completely and correctly, with little x's marked against the sections they wanted me to answer.

On the one hand I was pleased that the letter was confirmation that my application had been received (only sent about 2 weeks ago). But it was ludicrous that I was being asked to refill in certain sections that I KNOW were already done on the original. Having read the horror stories on here (thanks to all you fellow MSEs), I decided to ring rather than post back the reply.

Spoke to a very nice man called Greg who took all my answers within 3 minutes. So this post isn't a grip or worry, it's just to comment on the fact that it all appears to be going smoothly .... what am I missing, don't beat around the bush, when will the monster jump out of the closet and pop my balloon??

DazzerG

cazziebo wrote:

.....would have loved to have said, You can't! Your system only lets you do one thing per call!!

It isnt 1 thing per call, but only call per day.
You can change as many things as you want each call, but once that call ends you would have to wait until the next day for any further changes.....hence the closing question of "Anything else I can help you with today".

kelloggs36

If I do get a cheque to make up for the manual payments, I shall keep it in a high interest account until they ask for it back so at least I get the interest out of it!!!! If I keep quiet for years maybe they'll forget about it? Knowing my luck, the ink won't be dry on the paying in slip before they demand it back!

creamtea_2

http://www.taxcreditoverpayment.pwp.blueyonder.co.uk/1.html

join the campaign!!:A

cazziebo

DazzerG wrote:

It isnt 1 thing per call, but only call per day.
You can change as many things as you want each call, but once that call ends you would have to wait until the next day for any further changes.....hence the closing question of "Anything else I can help you with today".

Well the lady I spoke to the other day refused to take my new bank details as confirming my income was that day's change! She told me to call back the next day.:mad:

malcindebt

cazziebo wrote:

Hee hee!

Called again to change my bank details. Very pleasant agent finished the call with "Anything else I can help you with today?"

would have loved to have said, You can't! Your system only lets you do one thing per call!!

But you're right - it's not the front line fault, it's the ludicrous processes put in by the highly paid people with secure jobs and secure pensions!

They are incorrect with the one thing per call.

What happens is you ring up, they go through security and access the record.

They can then change anything, no matter what it is, so long as they do not finalise the changes before you have finished the call.

If they do, they cannot then change anything else as the system will not recognise the change.

I work in the tax office contact centre, deal day to day with PAYE and SA and I love it. Its the easiest job I've ever had, but in August, a few of us unlucky ones have to man the phone to help out with NTC (New Tax Credits). I agree with the statements that the system is !!!!!!, I hate it.

It is corect that everytime they mess with any of the systems it always goes wrong. Thats why the PAYE system is nearly 20 years old, they daren't touch it, if that goes they are f****d.

However, for those reading, please don't take it out on the advisor. You don't know if the person you get through to is actually in the NTC contact centre who deal with these cases all day, everyday, or is someone like me, who has 3 days training on it and is expected to know the system and everything else that goes with it. We are doing our best.