gov.uk (HMRC) website information not matching their records

Colinjamesr

Hello everyone, our first post on here so hopefully posting in the correct forum and some of you good people can hel.

My wife has been trying to get into the gov.uk (HMRC) website to find out if she has paid enough NI contributions for her to get a full state pensions to see if we need to top up her contributions.

She puts in all her correct details, name. DOB, NI number, government gateway number etc but keeps getting this message “The information you gave does not match our records”.

She has called 0300 200 3600 and after a lengthy wait to get through she gives her details and is told that the system is flagging up an issue with her details but the can’t or wont tell her what the issue is so she can correct it, they gave her an alternative number to call 0300 200 3300 and goes through the same routine only to be told the same and to call 0300 200 3600 and so the vicious circle begins.

We have searched the internet forums and can see others are having the same or similar issues but so far we haven’t been able to find a way to resolve this so can I ask the good people here if anyone has had a similar problem and if they know how to navigate the system to find the right number or department to call so that we can resolve this?

Many thanks in advance.

Colin and Mrs R

MallyGirl

I suspect that you will only succeed if you try in writing with photocopies of evidence - passport/driving licence, NI number, a payslip, marriage certificate etc. Something is wrong in their data but they will not be able to tell you what it is over the phone.

squirrelpie

Can you find any (all!) of the requested details on paperwork that HMRC (or perhaps another government department) has previously sent to her? If so, double check that they exactly match what you believe is correct - spelling of names etc

Otherwise try what MallyGirl suggests.

xylophone

https://community.hmrc.gov.uk/customerforums/pt/09c30aab-ff31-ed11-97b0-00155d3b99d2

Hi,

To report the problem, you need to access the link at the bottom of the screen that will say "get help with this page" or "is there anything wrong with this page". This will bring up a form with the required information to submit to our digital support team.

This was the answer given to somebody trying to access the Personal Tax Account.

I wonder if you tried to access yours and had no joy,  submitting the form to the digital support team would get your record corrected?

Colinjamesr

Hi xylophone
Thanks for your response, we did try this route and going by the reply we got they clearly didn't read what our issue was about, I have copied part of their reply below. 
By following their advice she hit the same brick wall when entering the requested information.

You do not need to sign in to make a payment to HMRC. Select this link to find out how to pay.

You should enter your first name, last name, date of birth and National Insurance number (NINO - in the format of 2 letters, 6 numbers and a letter, for example, 'AA123456A'), exactly how you have registered those details with HMRC

Colinjamesr

Hi MallyGirl
Unfortunately I can't use the Quote button to quote you as I get a message saying I'm not allowed to post any links to websites and you have some links in the body of your text in your response to me.

It looks like she will have to put a letter together and enclose photocopies of the information you suggested.
Can you confirm this is the address she needs to send it to?
Self Assessment, HM Revenue and Customs, BX9 1AS
Thanks again,
Colin and Mrs R

xylophone

It looks like she will have to put a letter together and enclose photocopies of the information you suggested.

 But see  post below.


https://forums.moneysavingexpert.com/discussion/6436474/hmrc-unable-to-unlock-access-to-ni-record-info-help

My partner is trying to access his NI records to check for missing years and hopefully plug the gap.However he has hit a wall with HMRC - his details don't match on their system and he cannot log in. He was asked to send his passport info to verify his details and unlock the account, however even this hasn't worked and yesterday an HMRC advisor told him they didn't know what to suggest! Any suggestions very gratefully received! 

It seems to me that it is time and more than time for a formal complaint?

Write to HMRC and also to your MP about the unhelpful response?

https://www.gov.uk/government/organisations/hm-revenue-customs/contact/complain-about-hmrc-online-services

Write to this address to complain about HMRC’s online services.

HMRC Digital Services
Complaints Unit
S1755
Newcastle
NE98 1ZZ
United Kingdom

fluffyowl

Hi, did you manage to get this resolved? I’m having the same issues problem and at the moment (tax return deadline I suppose)
all the lines just say ‘we are really busy’ and then hang up 😩

LHW99

I can't say if this has any relevance to this particular issue, but when child tax credit came in, and we were encouraged to use an online portal to fill forms, I encountered the same thing. I was sent backwards and forwards between the helpline and the technical help a couple of times, until I pushed hard at the technical person, and got them to try logging in as if they were me - he agreed there was a problem, and said he would look into it, but to use paper in the meantime.

The only thing I heard subsequently was that there were actually two stored databases in use, one "customer facing" where the input data was received, and an internal one where the data was checked / verified. Somehow the internal one had been corrupted.

The whole system was taken down a little while later.

As said, write formally, heading the letter Complaint, and keep copies of all correspondence, screen prints and dates of the failed attempts, and if no response within a reasonable time, involve your MP. They do seem to have the ability to prod some action.