Complete imcompetence :(

kisto

I am absolutely livid with HMRC's incompetent service. Today I received notification from my ex husband that he had received my Tax Credit award summary for April 2012 - April 2013. I separated/divorced him nearly 7 years ago. Up until this point in time I have always received the tax credit awards to my home address.

I have phoned the HRMC to find an explanation for the clear administration error. The ironic thing is, that in order to speak to someone I had to go through a series of security checks, which included providing 'my' address - however I failed this part of the checks because somehow it had my ex husbands address!
Thankfully the call centre operator changed the address back to mine. She spoke to a manager but neither of them have been able to provide me with an explanation as to why the address change was made. They cannot see any record of the change being made.

Furthermore, about 2 months ago my housing benefits was stopped because apparently they had received notification that I no longer lived at my address (although they sent the notification to my address!! DUH!). It turned out that they had my ex's address on their system. I then had to prove I lived here (the same house I have lived in for the past 4 years).

I do not want my ex husband knowing what I get paid and how much tax credit I get as it's none of his business. I'm mortified No amount of apology can undo this breech of confidentiality.

I'm writing a letter of complaint to HMRC but is there any more I can do? Anyone else I can go to?

Dogger69

kisto wrote: »

I have phoned the HRMC to find an explanation for the clear administration error.

You seem to have answered your own question?

kisto

Dogger69 wrote: »

You seem to have answered your own question?

Yes it's an admin error... but how can such an mistake happen? How can I be certain it's not going to happen again? How can I be sure what my ex is going to do with the tax credit award that he now has (and should NEVER have received). I can never undo the fact that he's seen my annual earnings and subsequent tax credit award (please note that he doesn't even pay me a penny).

Dogger69

kisto wrote: »

Yes it's an admin error... but how can such an mistake happen? How can I be certain it's not going to happen again? How can I be sure what my ex is going to do with the tax credit award that he now has (and should NEVER have received). I can never undo the fact that he's seen my annual earnings and subsequent tax credit award (please note that he doesn't even pay me a penny).

People are human, they make mistakes. I'm sure you have at some point, I certainly have. Can they guarantee it will not happen again? No, not unless they took people entirely out of the equation. And even then, computers can go wrong too ...

A manager has been made aware of the situation, so they can look into it and see if any lessons can be learned. I'm not sure what else you want?

kisto

I want to know how it came to be that my address was changed without my consent. If I have to go through security checks to even speak about my account, then it should not be the case that the address is just changed without anybody knowing how or why. If it's 'that' easy to make a mistake with an address change who's to say that my address can't be changed to any old person...just by accident? Just by mistake? Someone hasn't followed the appropriate procedures here.

I want reassurance that this won't happen again.

Dogger69

kisto wrote: »

I want to know how it came to be that my address was changed without my consent. If I have to go through security checks to even speak about my account, then it should not be the case that the address is just changed without anybody knowing how or why. If it's 'that' easy to make a mistake with an address change who's to say that my address can't be changed to any old person...just by accident? Just by mistake? Someone hasn't followed the appropriate procedures here.

I want reassurance that this won't happen again.

You have already been told that there is no record of how the change happened. Writing a letter is not going to change that.

No one can guarantee a mistake will not happen again. No one will intentionally mess up your account, but can they be 100% certain something will not be entered incorrectly? No, they can't, they're not perfect.

I understand your frustration, but there is little point in writing a letter if it is going to get you nowhere. All you will get back is 'we're sorry, someone made a mistake, we hear your feedback and we'll try to make sure it doesn't happen again'. If that will make you feel better, then write the letter. You have done the right thing today by calling and making sure a manager is aware - further letters are not going to make anything more happen.

cte1111

If you're not happy with the response to your complaint to the Tax Credits people, then you could make a further complaint to the ICO (Information Commissioner's Office). They deal with data protection complaints:
http://ico.org.uk/complaints/handling

Not sure why people are having a go at you, I'd be very cross if my ex was sent details of my income. Your current tax credit claim has absolutely nothing to do with him, so there should be no way the details get switched. I would expect a full explanation of how it happened and an assurance that systems / procedures had been put in place to prevent it happening again.

Marker_2

If it was changed to an address that you have used in the past (if you lived in your ex's current home) then it could have been a glitch in the system that returned it to an address previously used.

If it is not an address that has ever been associated with your claim, then I would take the matter further, as there may have been an element of fraud involved somewhere (maybe your ex) in changing the address.

ladymarmalade222

I also am unsure why people are not so understanding. I totally understand where you are coming from OP and if my ex had received all my financial details by mistake I would hit the roof! HMRC will no doubt try to cover this up.

Maybe a quick email to your MP asking them to look into the matter as they have more influence at getting to the bottom of HMRC issues.

Good Luck

xxx

Poppie68

How did 2 complete seperate organisations get your ex husband address..did you ask the council who and when the address was changed in regard to your HB?

kisto

I'm glad to see that others would feel as mortified as I do.

Although I speak to my ex it's not like we're on good terms particularly. Since he left I've been financially independent from him for the majority of the time and he's barely contributed to his two children. He has no business knowing what I am paid (and incidentally I am on a low income - it's not as if I'm hiding a huge pay packet here)!

Marker wrote: »

If it was changed to an address that you have used in the past (if you lived in your ex's current home) then it could have been a glitch in the system that returned it to an address previously used.

If it is not an address that has ever been associated with your claim, then I would take the matter further, as there may have been an element of fraud involved somewhere (maybe your ex) in changing the address.

It's an address that I have never been associated with. I don't even know his address - I just know the town he lives in. He has also never been associated with my address either.

How did 2 complete seperate organisations get your ex husband address..did you ask the council who and when the address was changed in regard to your HB?

The housing benefit office were able to tell me that it was DWP who'd notified them of the change. I'm assuming this is linked with the HRMC change too...but not certain.