Tax credit joint claim causing me stress!!!!😡

sammyjayneex

So 3 weeks ago (6/2/17) I cancelled my single tax credit claim and asked to change to a joint claim. They said they would send me out a form and it would take 2 weeks to arrive. So I waited 2 week...... no form arrived. I rang them 21/2/17 and she told me oh I can do it on the phone for you right now you don't need a form... I was like ok. So gave all my details and partners details as far as I was aware all good and she said it should be sorted by Friday so ring them and we can tell you payments and dates. Ok I thought that's great! Then I ring them today ( my birthday, not great with no funds) and I was told the person who updated the claim has entered me and my partners date of birth exactly the same which has stopped the claim going through. He told me he can't override this and can't change it so I will need to get air for a letter and respond to the letter which can take 2 weeks to arrive bringing it 5 weeks without and payments. I can't pay my rent or anything. We are struggling!!! Partner isn't on a high wage so things are not great. I'm in rent arrears and other bills behind. Is here anyway I can complain and get this sorted without waiting for a letter as it wasn't my mistake but the advisors? This is going to put me in massive financial hardship and because I didn't receive the form I'm worried I won't receive this letter either. It's causing me stress!! Anyone have any advise ?

Alice_Holt

Just wondering if applying for housing benefit might be a possibility for the weeks Tax Credits are not paid as it's calculated weekly?

http://www.eden.gov.uk/council-tax-and-housing-benefit/housing-benefit/how-housing-benefit-is-calculated-and-paid/
"How is my weekly income calculated?
We count the money that you and your partner earn from work after money has been taken out for Tax, National Insurance and half of any money paid into a pension fund. To this figure we add any other income that you might have. For example, state retirement pension, a pension from a former employer, tax credits, or other state benefits."

There are HB experts on this forum who may be able to advice.

Re Tax Credits.
There is a complaints procedure. See https://www.gov.uk/tax-credits-appeals-complaints/complaints
"You can complain about things like unreasonable delays....."
Also http://www.which.co.uk/consumer-rights/advice/how-to-complain-about-poor-service-or-delays-from-hmrc

Your MP may be helpful, and may be able to speed things up.

sammyjayneex

Not sure we would get housing benefit because my husband is working but it doesn't cover everything?? Why do I have to be penalised for someone else's mistake?

sammyjayneex

So they emailed the 'back office' to ask for them to change my partners date of birth on the system but I have to wait another week before this gets sorted. I got a letter asking for loads of details about my partner but not sure I need to fill in now because they emailed the correct date of birth. But they are asking for all his details again and for his 2 previous addresses but I don't see how this is relevant. He lived with his friend for the last 4 years so this address wasn't really his house he was just lodging so not sure that will appear on any 'System' I'm just so stressed out because I can't pay nothing. I have to go sell my phone tomorrow for money and I will have no phone to contact anyone or my kids school can't contact me. How can it take 7 days to change one date of birth in a system?

Darksparkle

Personally I'd still reply. No reason why you can't and would be better for them to have too much information than too little. Previous addresses are used to attempt to trace his details.

sammyjayneex

So I've rang again this morning and I've been told to wait til monday to ask for an update then because they still havnt sorted it.
So this is the timeline of what happened

06/02/17- Ended my single claim and requested a joint claim form as I was told I couldn't do over the phone.
08/02/17 received last tax credit payment for my single claim (I'm probably going to have an overpayment now)
20/02/17 called to ask why I havnt received my joint claim form where the lady on the phone said she would do my claim there and then on the phone. She took my details and told me to call back again on the 24/02/17 because she believes it will be sorted by then and they can tell me payments and dates then.
24/02/17 called up and was told they had put me and my partners date of birth the same and I will needn't to respond to a letter.
25/02/17 I called again to make a complaint as I was angry that they got the details wrong and I shouldn't have to pay for their mistake.
They agreed to send a referral to a team to get the date of births changed.
27/02/17 I called to make sure there wasn't any more problems
02/03/17 called to ask if here was an update to be told no I would need to wait until Monday 06/03/17 to ask for another update because they have not sorted it yet. Yes I have been calling a lot but it's only because I am struggling to pay my rent. If I could live without tax credits then I wouldn't be applying for them would I? I thought I would put this timeline up for anyone else going through same thing so it gives people an idea on how long they have to wait.
Has anyone else ever had a problem like this and how long does t fake to resolve?

Darksparkle

Payment on the 8th would have already been issued to the bank before you reported the change so they wouldn't be able to stop it. The award notice confirming the end of the single claim should confirm if any overpayments but you'll also get a finalised award in the new tax year when you complete the annual review.

I've never heard of them doing a joint claim by phone. Wonder if it's a new process.

I've seen these case take a few days. I've also seen them take months. They normally have a specific timescale though to give you.

sammyjayneex

I was given until tomorrow that it should be looked at but I asked her if it's not resolved Friday then how long will it take for you to find out why it's not been resolved and she said she doesn't know. I'm just hoping by end of tomorrow there is some resolution.

Darksparkle

If it's not resolved by the timescale they have then managers normally have an escalation route. If deadline is tomorrow then it would be Saturday before they could consider that.

sammyjayneex

Oh and I was told the reason why they did my joint claim over the phone is because some advisors are currently going through trials to see how this process works. I guess I just got one of the advisors who was going through the training

sammyjayneex

I have just logged onto my HMRC account online to check if anything has changed and it says 'you do not get tax credits' whereas before it said 'we cannot deal with your claim online' why is it saying that I don't get tax credits now? We ate entitled because my partner only earns a low wage.