Tax Credit's I can't get through the security questions

[Deleted User]

crazyangel wrote: »

Yes but they don't give advice about how we can notifiy them of changes when we can't get through security.

I am sure I have already stated that we are NOT ALLOWED to tell you how to "bypass" security.(Maybe not in this thread but I am not reading 6 pages).
If we tell you to go to an enquiry centre or send your changes by post we are putting our jobs in jeopardy.

We dont need to agree with the procedures but we need to follow them. I am sorry if it sounds harsh but I would reather keep my job than cause you an overpayment of a couple of grand - it is a sorry scenario but I have bills to pay and a family to keep!

The security is crap, we all agree.

If you are all so unhappy with the security you should write a letter to TCO and/or your MP.

The opinions of the advisers taking calls has been listened to a little - one of the questions previously asked for when the CBO fiasco just happened was "When did you last contact us?" - we managed to get rid of this questions as this WAS impossible to answer! But since then all we are told is to stop complaining about the security and just get it done. We are being failed on call quality for trying to help people pass security by trying to prompt them with extra help"

If you change your phone number you should be notifying TCO - if they need to contact you to clear something up - like problems with your address or name of employer held if you havent updated it, it can be sorted via a phone call. If TCO dont have your number they cannot call you.

Is there anyone who actually needs advice or is this thread going to continue in to a complaints thread?

Spendless

subsoniccoyote wrote: »

Is there anyone who actually needs advice or is this thread going to continue in to a complaints thread?

It's been mentioned a change of getting thru is coming in in April. Are you able to tell us when it is in?

I will change my husband's employer details or check if I already have but not with the current system because I'm going to have to have 2 lots of details at hand and I'm going to have to guess which employer is on file and if I give the *wrong* one then I'm going to fail security. I'm guessing if I'm asked employers no and I say that's what I'm ringing about it could either be 12345 or 54321 it won't be accepted or will it?

I also think it needs to be made clearer that the initial award should be kept. As I said earlier my renewal notice just says do you do this go to question 2 do you do that go to question 3 right to the end where it says you do not need to do anything so I haven't.

The reason I think I *might* have rang is because Mr Spendless changed jobs within the first year of tax credits starting, but I really do not remember 100%.

[Deleted User]

Unfortunately there has been no further updates when they security will be changed.
I would advise putting your change in writing for now until you know the security has changed.

Regarding giving 2 options for the employers name/reference number, I would personally accept this (but also be wary during the call in case it was a bogus caller). I wouldnt divulge which one was there , the caller would need to then go on to explain why it could either be X or Y employer.

MK66

I'd like some advice! How am I supposed to tell them of changes of circumstance if I can't get through their ruddy stupid security check?

I spent over an hour just trying to get through to these people tonight. The first time I got through, I'd forgotten I needed my PAYE number so found it in the drawer, but the guy on the phone said I'd failed and cut me off. The second time I got through, I quoted my PAYE number and the only thing I couldn't get was the date of my claim. I asked why 8 correct answers out of 9 wasn't sufficient to tell them that I'd had a pay rise!! When I read on this thread someone's comment that "you must have got another question wrong", well I'm sorry, I've had my name and date of birth for 41 years and never had a problem recalling them. My address, well I've had that a while, as well as my NI no. I also know where I work, whether I work full-time or not and which bank account my money gets paid into. But hey, that's not good enough. Why anyone other than me would be ringing them up to tell them that my salary's gone up - just so that they can pay me less money - is anyone's guess. As for keeping data secure - I'm the data controller at my organisation and I think this level of security is just bl**dy ridiculous!! I have asked for one of their managers to call me tomorrow to discuss - after I've been to my stress counselling session!!!

crazyangel_2

I finally got through to them but what i did was when asked the dreaded question "what was the date of your claim" i then remained totally silent and two minutes on i was asked another question,but then i never had enough details so i have to still call back,but almost there.

tailwaggingdog

Its all well and good going on about the onus of responsibilty being on claimants to keep TCO informed of changes. However this fiasco over security is not the responsibility of general public. I accept it is not the fault of TCO staff either. But the staff at TCO are Civil Servants and are there to provide a service to the public.

Asking people a security question they haven't the foggiest idea about is nonsense. There does appear to be some staff not applying commonsense I know someone who passed all questions except date of claim and was failed. It is suggested that you can fail one question but as long as you answer others correct you should be allowed to continue. Appears some staff are therefore over zealous in failing people they are there to serve.

Going on about security is very commendable but then to say refering public to Enquiry Office or suggesting they write in with info is putting your job at risk is a disgrace. You need to look at your Personal Development Evaluation, I'm sure you will find in there that you have to provide quality customer service and nothing about avoiding giving advice to people in order to keep your job!

It appears that some people in TCO have forgotten why they are being employed!

[Deleted User]

Its all well and good going on about the onus of responsibilty being on claimants to keep TCO informed of changes. However this fiasco over security is not the responsibility of general public. I accept it is not the fault of TCO staff either. But the staff at TCO are Civil Servants and are there to provide a service to the public. We are there to provide a service, not to take abuse because we are doing our jobs.

Asking people a security question they haven't the foggiest idea about is nonsense. There does appear to be some staff not applying commonsense I know someone who passed all questions except date of claim and was failed. It is suggested that you can fail one question but as long as you answer others correct you should be allowed to continue. Appears some staff are therefore over zealous in failing people they are there to serve.
We are not given the freedom to use "common sense". We must follow the rules very strictly or face losing our jobs. As for failing on just that one question - it is not possible to fail full security check on one single question regardless of what the person thinks.

Going on about security is very commendable but then to say refering public to Enquiry Office or suggesting they write in with info is putting your job at risk is a disgrace. You need to look at your Personal Development Evaluation, I'm sure you will find in there that you have to provide quality customer service and nothing about avoiding giving advice to people in order to keep your job!
We as an employee of any company or organisation must follow the rules and regulations set out by the employer - we cannot break rules just because we think it is better for the customer.
It appears that some people in TCO have forgotten why they are being employed!
Raise your concerns with your MP - they represent you in Government.

I really do not see the point in posting if only to complain that we should just pass people through security - the security is there for the protection of the applicants. I do understand there has been a massive failure in data protection which caused this but these are problems caused by a poorly run department at the highest level - this was not down to us mere mortals having to accept all sorts on the phones.

[Deleted User]

I apologise for using this board to put forward my views which should be in a discussion thread but I am sick and tired of the blame placed upon TCO advisers as a whole.
We are here to help with your enquiries not listen to abuse because we are doing our jobs the way we are instructed to by our government!

Gemmzie

I agree completely subsoniccoyote, I had the same issues when I dealt with benefits for clients - our hands are tied by the rules!

Lip_Stick

subsoniccoyote wrote: »

I apologise for using this board to put forward my views which should be in a discussion thread but I am sick and tired of the blame placed upon TCO advisers as a whole.
We are here to help with your enquiries not listen to abuse because we are doing our jobs the way we are instructed to by our government!

It is possible to fail on one security question because I discussed it with an advisor. I failed the security test a couple of months ago, and when I got through the second time and passed I queried what I'd failed on and they told me.

The question I failed on was 'What is your employment status?' I answered I'm on maternity leave, but because I didn't answer 'Getting income support' I failed. I did explain my circumstances too at the time, that I was on maternity leave but no longer being paid by my employer but that wasn't good enough it seems. I had to use the exact words 'income support'. :rolleyes:

Also, a few weeks ago, I failed because I didn't have my payee number, and the guy on the phone asked me if I'd got my P60 bascially telling me it'd be on that. He then said he might be able to answer a question so I told him I'd phoned a couple of weeks ago stating that I'd started work but not had my award notice through. He said he couldn't answer that question and I'd have to phone back. I found my P60 and on getting through ok, was told by a woman that not all the award notices had gone out yet. Why couldn't the first guy tell me that? It wasn't like I was asking for the info then getting them to send it out to another address to fiddle the system.