Husband hard of hearing and forced to answer questions on the phone

Missmarple

My husband rang today to renew TCs he did leave it to last minute at end of July but couldnt get through and it really has taken until now after many many attempts. The answerphone actually said to call later on in Aug.
Anyway the advisor he got today he could not hear very well and he explained that he has trouble hearing and he was particually struggling with her. She asked him a lot more questions than usual and he told her 6 or 7 times that he couldn't hear her properly. She asked him questions that he never had the answers to, my husband said could they write saying what further information they needed. She insisted it had to be done on the phone now, my husband was really guessing at some of the answers. She was even asked him what date our daughter had her last exam. He did not have a clue and said the questions were impossible. None of us can actually remember when that was.
Can she refuse his request for the further information to be in writing because of his disability ? also I am worried that the guesses may be taken as acutal fact.
I know you are thinking I should have called but I don't deal with any Tax stuff, my husband does the Self Assesment for me as well. They actually said they had no notification that I was self employed even though I have been for 13 years.
We have received a bill to pay them back from as the renewal is not in.
Thanks

CKhalvashi

Write to them, asking that all further communication be in writing as a result of this.

I can remember that my last exam was May 29th 1999, but I know that many people wouldn't have a clue on the matter. As far as how much I earned last year etc etc etc., my accountant deals with that, so it's something else I wouldn't know; it's only my signature that goes on the forms.

As far as them not being aware of your s/e, as long as you told them, there should be no problem.

CK

tomtom256

Sorry but he wasn't forced to answer any questions as he had the option to hang up at any time.

Why did he not just end the call saying he would call back with further information?

Surely if he is hard of hearing then the responsible thing would be for you to ring and answer the questions so that this matter did not arise?

Either way without knowing fully what was asked and answered your in a pickle. If they have issued an overpayment it should state the rights for appeal, do the appeal and see what happens.

kingfisherblue

To be fair, your husband chose to ring, even though he has a hearing difficulty. This isn't the fault of the advisor, and she may have asked more questions than usual, but presumably she needed to record the answers in order to process your claim. Your husband could have explained that his hearing is poor and asked her to write to him with the questions, although admittedly this will delay your claim further.

You say it has taken you this long to get through since the end of July - writing would have been much quicker, and this problem wouldn't have arisen.

dave030445

why didn't he just say I don't know to the questions

Dunroamin

Applying for tax credits is hardly dealing with "tax stuff" in the way that filling in a self assessment form is. If your husband has a hearing disability, you should have phoned, or taken over the call when he had difficulties.

atrixblue.-MFR-.

fact of the matter is here the TCO have the software to boost the microphone they speak into with ease for those who do struggle with hearing.

telling the OP she should have done it is not the fact of the matter here.
hard of hearing need their independance too and doing things such as phone calls and such gives the sense of purpose and self satisfaction they can still deal with issues like tax credits.

if the tax credits is that of her OH's then the tax credits have no obligation to speak to the OP, ofcourse they can with permission but this is not a requirement for them to even speak to the OP on the phone.

tomtom256

atrixblue.-MFR-. wrote: »

fact of the matter is here the TCO have the software to boost the microphone they speak into with ease for those who do struggle with hearing.

telling the OP she should have done it is not the fact of the matter here.
hard of hearing need their independance too and doing things such as phone calls and such gives the sense of purpose and self satisfaction they can still deal with issues like tax credits.

if the tax credits is that of her OH's then the tax credits have no obligation to speak to the OP, ofcourse they can with permission but this is not a requirement for them to even speak to the OP on the phone.

I agree with your post, but the fact of the matter is, he clearly could not deal with the matter.

I would have thought the telephone he was calling from would also have a volume control so he could boost his side also, but that's semantics and we could go round in circles.

The OP has stated he would not have known the information asked for so it was pointless him calling them in the first place.

It's a joint claim so either person can telephone as far as I know, that's how my award works.

zaksmum

I would not be able to answer any such questions over the phone, I just wouldn't be able to hear properly.

I usually get someone on the other end with a tiny little mouse voice AND a foreign accent...! And that's with the phone's amplifier turned up fully.

So if my husband's not in to take over, I just say sorry, I can't hear you. Then if it's important, they will agree to put whatever they want in writing.

shedboy94

atrixblue.-MFR-. wrote: »

fact of the matter is here the TCO have the software to boost the microphone they speak into with ease for those who do struggle with hearing.

Really, what's it called this software?

telling the OP she should have done it is not the fact of the matter here.
hard of hearing need their independance too and doing things such as phone calls and such gives the sense of purpose and self satisfaction they can still deal with issues like tax credits.

There's independance, and there is understanding your limits

if the tax credits is that of her OH's then the tax credits have no obligation to speak to the OP, ofcourse they can with permission but this is not a requirement for them to even speak to the OP on the phone.

Wrong.

On a joint claim for Tax Credits, both parties are equally liable on it. The Tax Credits aren't just her OH's - they are hers as well. No permission is required.