Pension top up problems

TrevorJ

Hi,
I decided to top up my state pension and I am now having big problems. I applied online and received a letter from HMRC with info on how to pay. I paid £21,000+ by CHAPS at my bank on 23 May and since then have heard nothing and my pension has not been upgraded.
At the beginning of July I phoned the pension service and was told that it is nothing to do with them as they must be told by HMRC that I have made the payment. I phoned HMRC (a nightmare) and was told (by a computer) that as I say that I have made the payment it is nothing to do with them and I should speak to the pensions people. I can see no way of confirming that they received the payment - although it has certainly gone from my account.
I wrote to HMRC on 12 July to the address on the top up letter I received from them. I have received no reply and my latest pension has still not been upgraded. I did another round of phone calls only to be told that, "it is nothing to do with me - goodbye"!
So what is next? On the HMRC website you I can only find a complaints procedure about income tax. I plan to go to the Citizens Advice Bureau, but then? My MP, solicitor, the police?? Any thoughts?

xylophone

This was a "State Pension top up" as described below?

https://www.gov.uk/voluntary-national-insurance-contributions/who-can-pay-voluntary-contributions

Have you asked your bank to trace and confirm the CHAPS payment?

Incidentally, if the above is the case, you are still within the 90 day cooling off period?

https://www.gov.uk/voluntary-national-insurance-contributions/top-up-your-state-pension

pafpcg

I agree that there doesn't seem to be any way to confirm that your account has received a top-up payment, but it's clear that the system hasn't worked for you!

My partner made a top-up payment late last year and received a letter from DWP dated two days after the payment was sent (by FasterPayments). Her letter stated "We have been advised by HMRC that you have paid additional National Insurance contributions towards a State Pension Top Up. The number of units you have purchased is 25 which entitles you to an additional £25pw....." There has been no further correspondence from either DWP or HMRC. (She is currently deferring her State Pension so no actual top-up payments have appeared.)

However, her letter gave an email address which might be of use to ask how to check the status of a payment (since DWP won't use e-mail for individuals' information): [EMAIL="TVP.SPTOPUPTEAM@dwp.gov.uk"]TVP.SPTOPUPTEAM@dwp.gsi.gov.uk[/EMAIL]

TrevorJ

Thanks for the answers.

I will try the email address, although since it is the pension dept they may well say that it is nothing to do with them as they have not received info from HMRC, which is what they told me over the phone. My bank statement confirms the payment went to HMRC NICO, but I will get the bank to 100% confirm where the money went.

If I get nowhere in the next few days - while I am still within the 90 days - I will try to get my money back. It would be nice to actually be able to talk to someone in HMRC, but the system seems to be designed to block all contact with the plebs.

pafpcg

Obviously, you'll have checked the 18-digit reference number which tells HMRC which account needs to be credited, but have you double- and tripled-checked it? That's what your bank needs to confirm.

I'm wondering if it might be the CHAPS process - will the bank have sent the reference number to HMRC in the correct format? And will HMRC have processed any CHAPS payments correctly? The letter I received from HMRC with my 18-digit reference number for the State Pension Top-Up does not list CHAPS amongst the ways to pay.

I've sent an e-mail to that mailbox asking what is the procedure for checking that HMRC have received funds destined for State Pension Top-Up if I don't get an acknowledgement of receipt from DWP or HMRC within a couple of days of sending the funds. I'll repost when I get a response.

Good luck!

TrevorJ

Thanks for the help.

Yes, I have checked the reference number, bank account and bank sort code. I have the CHAPS printout from Nationwide. They are all correct.

The letter I have from HMRC does list CHAPS as a payment method.

The problem I have right now is that I am unable to communicate with HMRC. They didn't even answer the letter I sent a month ago, so I have no idea what is going on. Maybe they have the payment - maybe not. Maybe they informed the pensions dept - maybe not. I am able to talk to human beings in the pensions dept, but they say the top up lump sum payment is nothing to do with them - I have to contact HMRC. The HMRC phone robot then tells me to contact the pensions dept. What a screwed up system!

I have found an HMRC complaints address to write to, but the 90 days is up at the end of next week and maybe cancelling the top up will be the best course of action. Big government organizations seem to be incapable of sorting out problems. It may be best to try and start again.

Years ago I tried to do a change of address on my driving licence. I sent off the old licence, but did not receive the new one. Months of letters and phone calls followed, but DVLA were completely unable to to cope with the fact that something had gone wrong and sort out the problem. In the end I gave up, completed a form for a lost licence, and quickly received a new one. Ironically on the form it asked where did you lose the old licence and I put DVLA Swansea.

TrevorJ

I tried the TVP.SPTOPUPTEAM@dwp.gov.uk address, but my email was rejected! You couldn't make it up!

greenglide

I tried the TVP.SPTOPUPTEAM@dwp.gov.uk address, but my email was rejected! You couldn't make it up!

The format of DWP internal email addresses requires this to be tvp.sptopupteam@dwp.gsi.gov.uk as the link provided.

TrevorJ

As the 90 days is nearly up I decided to apply for the refund of my £21,000+. Go to the website, click on apply for the refund and - guess what - the next page is simply a number to phone!

greenglide

But is that number different from that you have been ringing previously?

A number to get your money back must have access to details of money paid so should be ideal for you to contact?

Just out of interest why areyou paying the Class 3a top up rather 5 gan using the money to enable you to defer your pension as that pays twice the level of return?

TrevorJ

Hi, yes it is a different number to the two I have already tried. I tried it yesterday and it is automated up until it tells me I need to talk to someone and I should call back when they are open. So I will try today.

I certainly hope they have the details of the payment.

I do not know what 5 gan is. I am already receiving my state pension and I am simply trying to take advantage of the recently announced top up scheme.