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

[Deleted User]

Conor wrote: »

When you're telling them the correct details and even getting out the award notice and reading it letter for letter as they are requesting and they're still failing it EVEN THOUGH ITS EXACTLY THE SAME INFORMATION THATS ON THE SYSTEM and then your wife rings up, mentions the problem, confirms your details and the person she is speaking to can't understand why you've failed and the following week when you ring and give the same details you did the week before which is now accepted but last week wasn't then yes, they are morons.

It cannot be exactly the same information - you and your wife have the exact same name/DOB/employer/PAYE?
You also have to give your middle name(s) even though they will not appear on an award notice.

Fran

***Board Guide comment***

Please No Name Calling! This is an important question and it's useful to have the opinions of Tax Credits employees.

From Forum Rules

BE NICE TO OTHER MONEYSAVERS

Remember, MoneySaving should be fun. Everyone using these boards is here for the same reason, to save money. The site’s motto is “Please be nice to other MoneySavers”. It should go without saying, but please remember that when using this forum. Please report any abusive/offensive/racist comments to abuse@moneysavingexpert.com.

Fran

I've had the same difficulty with Tax Credits when I read from their letter which did not include a middle name so I didn't say it and I completely understand the OP's frustration.

Could Tax Credits employees /ex employees or anyone that knows please tell us what to do if you can't get the information correct. Who should a letter be addressed to and where should it be sent? Is there an email address?

crazyangel_2

subsoniccoyote wrote: »

My department didnt post the CDs. I work for TCO not CBO. They do not want the exact date you applied. Just the year. There are only 5 different years to chosse from.
Advisers ARE pointing out how many calls are being failed and are trying to work with the "higher powers that be" to try to make something more workable.
Security procedures are supposed to be getting changed in April to try to improve the problems we are having right now - the security changes were made quickly after the CBO discs fiasco and the problems are currently being worked through.
You are allowed to fail one question so it is not just the year you applied question you are failing on!

So how come i have guessed at various years and been told to think caerfully about my answer and it is not the year they want , they need the exact date my application was applied for???? Then they (The Tax credit's call centre op's) will say sorry you have failed the security question i suggest you call back and try again.Now i said to the operator perhaps you should now tell people to make sure they record the date that they first apply for credit as they will need it for future reference and yes the operator agreed with me! It doesn't help me though,they are taking back an overpayment from me yet i can't get through to anyone about money i am entitled to.:mad: :mad: :mad: :mad:

Fran

crazyangel,

Did you phone them when you first claimed - would it be recorded on your phone bill?

crazyangel_2

Fran wrote: »

crazyangel,

Did you phone them when you first claimed - would it be recorded on your phone bill?

I wouldn't have kept such a back log of phone bills but it was the date on my application form that they keep asking me and not even the date on my award notice,so it looks as if i am never going to find out the answer,it's bloody rediculous.I'm sure i won't be the only one now having this trouble.

Fran

crazyangel wrote: »

....it was the date on my application form that they keep asking me and not even the date on my award notice,so it looks as if i am never going to find out the answer,it's bloody rediculous.I'm sure i won't be the only one now having this trouble.

No you are one of many, I had problems and so did my daughter & her boyfriend. Not helpful for you but we should all copy any correspondence to Tax Credits as well as any received and probably note dates of phone calls too. :doh:

Lip_Stick

I've been on the phone to Tax credits a lot recently, first when I made my new claim last year, then again in the last few weeks a fair few times. The other day I phoned, went through the long rigmarole of the questions and was told I had one or more incorrect answers, even though I'd given the same answers previously. The only one I could think it was, was the year of my claim as that question has recently been added. Also, the operators have asked the question, and reworded it, to say 'current claim'.

I don't see how I got it wrong as when I rang again I answered the same questions and got through. The guy who said I answered something wrong wouldn't budge an inch when I said he might have heard me wrong. I was really panicking in case I'd never get through to the tax credits helpline again! I'm glad I did, but who knows if next time I will. I'd hate to need to update my info and not be able to talk to anyone about it.

Conor_3

subsoniccoyote wrote: »

My department didnt post the CDs. I work for TCO not CBO.

It's all HMR&C.

alwaysonthego_2

The CAB are currently campaigning on the security questions asked by tco and think that the security is too rigerous.