Have just been listening to CD of calls from Cl. to TCO.

1. The list of calls with the CD contains 3 calls which are not on the CD - one in 2005 & 2 in 2008. For both the last two it is clear from what is said in subsequent calls that the missing call was made. I thought the problem of recordings of some calls not being available was sorted out some time ago. Does anyone else have evidence of it still occurring please?

2. The 2008 calls include extra security questions (i.e. after the normal name & address, NINO, DoB etc.). I've not come across this before. On one call Cl. is told computer generates these. They include things like where are payments made to & employment status, but also:

"in which year did you make your most recent claim for Tax Credits - so the initial claim on your most recent application - when did you fill it in & send it - what year". Cl. made 3 calls & failed security each time - most likely on this question, but of course Cl. can't be told which one(s) she failed (was actually told this was because of Data Protection Act!!). What does this question mean? I thought claims were ongoing & you don't re-claim each year, but to me it implies they want the latest year. If they do mean the first claim ever made why not say so - in any case it could be several years ago & the likelihood of claimants recalling it accurately is minimal.

Cl. understandably became upset at 3 failures of these questions. She then explained she wanted to dispute an o/p. Was then told - after reference to a supervisor - that because she had failed security they could not send out a dispute form!!!!!!! Instead, they made an appointment for her to go to the local Tax Enquiry Centre - obviously a very efficient use of resources.

Is this really a "Helpline"? I did think the world of Tax Credits could not get any more surreal or Kafkaesque. Any views on how much more difficult they can make it for people who only want money they are entitled to? (All right, I know they have fraud issues, but they need to engage brain & ask questions it is reasonable for claimants to be able to remember the answers to.)

Derek

We have raised the issue of telephone recordings numerous times via the consultation group.

We knew that there were calls not recorded in the early years (Jan 03 - Sept 04) but have received assurances that calls were subsequently recorded.

The last response we had on this via the consultation group was March 08 which said that all calls to the helpline should be recorded, and only if there was a problem with the recording or retrieval equipment would the recording be be unavailable.

However, in those cases the claimant should be given the benefit of the doubt in terms of recollection of what was said.

On the issue of security, I will raise this at the TCCG again. The additional security questions were introduced for claimants only (advisers with TC689 authority shouldn't - in theory anyway - get the additional questions). I have heard of similar problems with that one question re the date of claim.

Some claimants have reported that TCO wanted the actual date (day, month and year) whilst others have accepted the year of claim.

The other questions I have heard are things like childcare provider details, bank account details.

It is rather worrying that the CD is sent out in the regular post with a recording of the caller giving answers to all of the security questions.

Victoria

Victoria

Thanks for that. I have written to HMRC Data Protection asking why the 3 calls are not on the CD. Will update when I get a reply.

I'm currently having a "ding dong" with the tax credit office on the issue of security questions.

The last reply i got was possitively condesending and i would normally ignore such an attitude but this time it got my dander up and i've written again.

I doubt very much that anything possitive will come out of it but at least it gives the contact centre head office something to do!!

I’ve an ongoing case where HMRC allege O/P of WTC & CTC. Client adamant that no WTC ever paid so how can there be an O/P? Called TC help on 26/7/7 and was given actual amounts of WTC & CTC overpaid.

Obtain confirmation from client’s employer that no WTC ever paid with wages (as it had to be for the period in question) and sent off to HMRC.

Reply said that all of O/P was CTC only and agreed that no WTC ever paid.

I requested a copy of the phone call to confirm that they had contended WTC was overpaid and had an amount being sought.

Lo and behold no record of any contact found by the Data Protection Unit.

Sent print out of outgoing calls from my telephone which listed call to TC helpline on 26/7/07 @ 11.47 lasting for 6 minutes 22 seconds. Date Protection checked again, still no record of contact and informed me that not all calls are recorded!

Client subsequently received bundle of household notes from HMRC contacts and guess what….’contact on 26/7/7 discussed with rep amounts of O/P’

I cannot believe that this maladministration of Tax Credits has been allowed to continue. Anyone else in any other walk of life would have been sacked & replaced long ago.

HMRC lose 25 million confidential data files and then ask obscure security questions to people who are often not in the best frame of mind to play let’s guess.

Sorry for the rant, but HMRC seem to forget they are there to serve the public, not the other way round.

Nothing to be sorry for - i think we all understand why we all have a need to rant about the TCO.