[Finance] Don't assume HMRC are efficient! check it, check it, check it again...

[raymondo]

Two months ago I paid for two years' Voluntary National Insurance contributions for my wife, to get her up to speed for a better government pension one day. According to a statement letter sent to her by HMRC last week, the payment has not yet been applied, nor is there any confirmation that it's been received [I do have proof it was sent].
OK, so I have been busy with my letter writing this morning.

My point is, NEVER assume that HMRC will handle your transaction correctly and quickly. Check it, check it, and check it again until you have 100% confirmation either in writing or on your personal tax account.

Do any of you lovely NSCers work for HMRC and can tell us how the 'Beta' system and it's processes are going... and is my experience unusual?
Thanks.

 

[OzMike]

A bunch of bankers, still owe me over 3 grand from 12 years ago.

 

[Normski1989]

HMRC got something wrong? Well I never!

They're useless from top to bottom and all of their 'improvements' usually end up making things worse and less efficient. They had an issue with their PAYE system yesterday which meant that it wasn't recognising user ID's and passwords correctly. Surely that should be basic stuff, right?

 

[Gazwag]

Two months ago I paid for two years' Voluntary National Insurance contributions for my wife, to get her up to speed for a better government pension one day. According to a statement letter sent to her by HMRC last week, the payment has not yet been applied, nor is there any confirmation that it's been received [I do have proof it was sent].
OK, so I have been busy with my letter writing this morning.

My point is, NEVER assume that HMRC will handle your transaction correctly and quickly. Check it, check it, and check it again until you have 100% confirmation either in writing or on your personal tax account.

Do any of you lovely NSCers work for HMRC and can tell us how the 'Beta' system and it's processes are going... and is my experience unusual?
Thanks.

Its pointless writing as it will take months before the letter is read.

Are you sure they statement is dated after the payment was sent, just because it was received last week doesn't mean a computer didn't print it in October.

Did you pay by cheque and if so has it cleared the bank and did you write the correct reference after the words HMRC on the cheque, if you paid online did you put the correct reference on it.

 

[worthingseagull]

They answered the phone with "Inland Revenue - how can I help you" a few weeks ago when I called

They are that far behind

 

[WATFORD zero]

Before I retired, I had a few years where HMRC were the bane of my life.

Imagine trying to put out a software release to 5K users which included interfacing with HMRC through the Government gateway and they still hadn't provided a test environment 2 weeks prior to release

The conversations were a little more 'The thick of it' than 'Yes minister'

 

[rippleman]

One of the many issues with HMRC is that they generate statements and then stockpile them for (sometimes) many weeks before they send them out; by which time the information could be out of date. I had a client who received a Self Assessment statement yesterday that was dated 1 March.

The Beta testing to which you refer has been running for what seems like forever. We have given feedback, but nothing ever changes!

What is really scary is HMRC going "digital" and yet they still haven't managed to get to communicating by e-mail yet.

For unrepresented taxpayers (ie those not using an accountant or tax consultant) there is also the problem that when (IF!!) the call is ever answered it is just like calling any other call centre. The staff are inadequately trained and work to a prepared script. If you have any issue or question that is outside of the norm, you are pretty much scuppered.

Sorry there's no more positive news; but it is HMRC!

 

[raymondo]

Its pointless writing as it will take months before the letter is read.

Are you sure they statement is dated after the payment was sent, just because it was received last week doesn't mean a computer didn't print it in October.

Did you pay by cheque and if so has it cleared the bank and did you write the correct reference after the words HMRC on the cheque, if you paid online did you put the correct reference on it.

All gd points thanks but, yes: their statement was 6 weeks after I paid; I paid online, have checked the reference 5 times! And have a copy of the transaction confirmation. I'm pretty covered and will have to be patient til they reply to today's letter!

 

[raymondo]

HMRC got something wrong? Well I never!

They're useless from top to bottom and all of their 'improvements' usually end up making things worse and less efficient. They had an issue with their PAYE system yesterday which meant that it wasn't recognising user ID's and passwords correctly. Surely that should be basic stuff, right?

Yep, you'd think!

 

[raymondo]

One of the many issues with HMRC is that they generate statements and then stockpile them for (sometimes) many weeks before they send them out; by which time the information could be out of date. I had a client who received a Self Assessment statement yesterday that was dated 1 March.

The Beta testing to which you refer has been running for what seems like forever. We have given feedback, but nothing ever changes!

What is really scary is HMRC going "digital" and yet they still haven't managed to get to communicating by e-mail yet.

For unrepresented taxpayers (ie those not using an accountant or tax consultant) there is also the problem that when (IF!!) the call is ever answered it is just like calling any other call centre. The staff are inadequately trained and work to a prepared script. If you have any issue or question that is outside of the norm, you are pretty much scuppered.

Sorry there's no more positive news; but it is HMRC!

I too have given lots of feedback to their beta system. They do now at least show an expected timeline for their response to some letters, but they give no waiting time indication for a transaction such as voluntary contributions. Yes i did try the call centre, having been referred to it by their online help page.... the agent referred me back to the online help ). Awesome! But thanks for yr feedback.

 

[Coach_Carter_92]

My gf received a letter from them yesterday about her tax free allowances, only it was dated for the 16-17 tax year

 

[raymondo]

My gf received a letter from them yesterday about her tax free allowances, only it was dated for the 16-17 tax year

What a clever way for the govt to save on tax allowances