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

[Deleted User]

Lip_Stick wrote: »

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.

It is not possible to fail on one question.

There are 2 stages of security.

In the first stage you must answer 3 questions correctly.
If you get 3 out of 3 correct you then only need to answer 2 out of 3 of the 2nd stage security questions correctly.

If you get 1 of the 1st stage questions wrong, you will be asked 1 more additional question in stage 1. Then in 2nd stage security you must get the next 2 out of 2 questions correct.

If you are asked for the name of your employer and it doesnt show up on our system as the same name (it usually doesnt. eg Tesco is shown as "Julie" and ASDA is shown as "Ceridian Mediafile") you will be asked for the PAYE - if you do not know the PAYE reference number it is classed as a failed question.
The name/PAYE reference of the employer constitutes a single question even though you are asked 2 - this is because TCO are aware the name is not always the same but the PAYE should always stay the same.

I am not sure what was discussed between you and the adviser but it is wrong to say that security can be failed on one question - previously with old security procedures it WAS possible to fail on one question.
Stage one questions were name, DOB and address. If you failed one of these the adviser could then ask one additional question before going to stage 2 - Name of employer/PAYE, if the person did not have an employer there was no extra question to ask so security was failed.


I am getting a bit tired of all the security complaints now, the new questions have been around for months now so you should be quite aware of the questions that are going to be asked. As long as the applicants have done what they are supposed to - kept TCO updated with changes of circumstance - all of the information should be easy enough to answer.
Even the year you applied for your claim should be answerable now - either think what year you had the baby or started work etc. If you have claimed since Tax Credits started I have already explained that this would make the year of claim 2002 or 2003.

And even though the adviser cannot tell you on the phone to go to a local enquiry centre with ID to try to sort any problems regarding security I HAVE SAID IT ON HERE, as have other posters.
Instead of ranting on the phone because you havent kept TCO up to date causing you to fail security, just get your a*se down to the enquiry centre and get it sorted.

Fran

subsoniccoyote wrote: »

If you are asked for the name of your employer and it doesnt show up on our system as the same name (it usually doesnt. eg Tesco is shown as "Julie" and ASDA is shown as "Ceridian Mediafile") you will be asked for the PAYE - if you do not know the PAYE reference number it is classed as a failed question.

This question shows what a nonsense the system is. Large companies that have code names that we don't know so we fail the question?

The name/PAYE reference of the employer constitutes a single question even though you are asked 2 - this is because TCO are aware the name is not always the same but the PAYE should always stay the same.

Again this question is ambiguous for people with more than one job and how do you know whether it's you or your partner's PAYE that's required if it's a joint claim?

I am getting a bit tired of all the security complaints now, the new questions have been around for months now so you should be quite aware of the questions that are going to be asked. As long as the applicants have done what they are supposed to - kept TCO updated with changes of circumstance - all of the information should be easy enough to answer.

That's all very well if you have got through in the first place or have had changes since the new questions started. Claimants are also "tired" of not being able to get through when they are trying to abide by the rules but the boundaries are disguised and shift from time to time.

..... this would make the year of claim 2002 or 2003.

So it's a guess then and hope you get it right? The things you tell us only confirm that it's easier to fail than it should be.

tigtag02

subsonic ~ whilst I admire your loyalty (god only knows there isnt enough of that anymore) I cant help think that its misplaced for this shambles of an organisation that you work for.

Pretty much everything about the system is a joke!! I'm not sure about Tesco/Julie but Asda will show as Ceridan as their payroll is outsourced and they are the company who administer it. Do you reasonably think its fair that every Asda employee should know that!!

Its the biggest disaster since the CSA and will no doubt end up down the same road.

That said, you yourself can not be faulted for you dedication ~ I vote you MD

[Deleted User]

I have previously stated that the organisation is a shambles. If it werent for the CBO situation this problem would never have arisen.

Fran - if you have more than one employer we will let you give the name and PAYE of both or just ask you to give the details of the MAIN employer as we will only hold the details of your main employer.
When you call you are asked for YOUR details - name, DOB, employer etc. If you are asked a question about your partner this is made very clear - eg. What is your partners DOB?

julesmum23

I to have failed the security question, I failed on employer ref no:

I did know the answer, I am in the payroll dept for where I work and have been for just over 5 years. Why I failed is because though my position has not changed at all in over 5 years I have had new employers, I am 99% positive that I have given them this information especially last year as I had to report not only my eldest son going to uni but a temporary change in my hours.

I was told that I had to inform them when my hours went back to normal, which I did not do as they are still not back to normal.

The result is I have lost 292 days working tax credit? I am going through the appeal process as they are saying I have been overpaid and have to pay them back.

I can prove that I have worked in the same building same job etc. It is very unfair. Especially as I know they were informed.

surreysaver

subsoniccoyote wrote: »

The advisers have to follow strict guidance so I would be grateful if you could avoid calling us/them morons.

But there must be a way for the morons to deal with someone who has genuinely forgot.

subsoniccoyote wrote: »

If you are failing on that question you have obviously got another one wrong.

Why is that obvious?

The whole system is a farce. You ring up and get wrong advice, assuming you get someone who thinks they're knowledgable. I know people who have been accused of tax credit fraud when they've been following what they've been told. You cannot work out whether what you're getting paid is correct because there is no explanation of how it is worked out.

surreysaver

subsoniccoyote wrote: »

I think people should have the ability to take ID to a local enquiry centre in order to set up a password.

Name, address, DOB & password.

This would be much easier for callers and advisers but with millions of people going to enquiry centres it would take ages to set up and cause a lot more work for staff in the enquiry centres.

Or even better - just change parents' the tax codes.

surreysaver

Spendless wrote: »

Add them to the claim form when you first apply, so it helps new applicants at least. Claimant's mother's maiden name is another.

Do all cultures/religions have maiden names/change surnames when they get married/civil cereromied/whatever? It won't be long now until asking for someone's mother's maiden name will be the same as asking for their current surname. And surely men have the same right to change their surname to their wife's when they get married as women do - or is there some ancient law that doesn't allow that?

surreysaver

subsoniccoyote wrote: »

It also shows that change of employer is one of the things that you should notify TCO of. Random checks are done to make sure people are employed with the company stated on their claim.

What is the definition of change of employer? The Government keeps franchising out company every few years - I do not do anything, just get a different colour tie. Terms and conditions stay the same.

surreysaver

fi_trix29 wrote: »

If we have the wrong information then it's because you haven't told us the correct information

Or it's been mistyped.