Concentrix Compliance Checks

lincoln69

Hello there,
I'm hoping that someone will be able to give me some advice or point me in the right direction.
I have been bounced from HMRC to Concentrix and have not reached a resolution.
I was asked in June to supply information relating to child tax credits for last year's audit for compliance checks. I did as instructed as supplied all the evidence, including the tax credit renewal pack for April 16-April 17. I received a letter from HMRC last Tuesdays stating that I will no longer have payment of WTC and I owe them a large sum of money. This is because I have not returned the renewal pack. I am told to speak directly with Concentrix, in turn they say that the compliance check is on-going and they can do the renewal over the telephone. I am told that a payment will be issued with paperwork to follow.
Fast forward to yesterday, I ring HMRC to chase payment, I am informed that no action has been taken and to contact Concentrix. Again, I contact Concentrix to find out why there is a delay. I am told that no action has been taken because the compliance check is not completed. It is stated that there is no time constraint and they have no idea how long it will take. I ask to speak with a manager and this request is refused because "a manage will tell me the same thing!2 By this point I am so distressed as I rely on the WTC to pay for my childcare otherwise I am unable to work.
I call back HMRC to lodge a complaint. I am told that it can take 12 working days to handle ]the complaint - I still have no WTC to pay for childcare. I am at a lost as to what my next step is - other than hoping that this is resolved quickly and that my employer will be understanding.
Anuy ideas of next steps would be much appreciated.

Darksparkle

Speak to your MP.

lincoln69

Thank you for replying DarkSparkle.
It is something else that I also plan to do.

KR,
Ali x

Icequeen99

Did the letter from Concentrix tell you to send the renewal directly back to them?

It is true that there is no time limit for the compliance check - but it sounds like they forgot to set the 'inhibit' marker on the system which is why it thinks you didn't send in your renewal.

There are two separate problems - they need to get the payments reinstated on a provisional basis.

I agree with DS - your MP or contact one of the tax charities https://www.litrg.org.uk or https://www.taxaid.org.uk or even CAB maybe if they have a specialist.

IQ

lincoln69

Thanks for update on where I should be directing my enquiries, IQ.
It has been an anxious day, as I had to explain to my employer the reasons behind me changing my working pattern, and when you work in a large corporation that is never easy - especially when your a woman with a young child and relaying difficulties paying for childcare due to no WTC. Embarrassing and feeling as though I'm not managing my personal affairs is not how I want to be viewed by my peers.
There is no satisfactory reason for them to with-hold the tax credits but from what I can gather I am far from being the only dissatisfied claimant!!
Many Thanks ,
Ali
PS. It was HMRC who told me to send the renewal pack with the other evidence to Concentrix!