HMRC - 6 months for your tax rebate, Sir

[Zio Di Roma]

My self-assessment submitted in January gave rise to a £7000.00 tax rebate. HMRC has not paid it.

The accountant has called them today and they are saying it will take up to a further sixteen (16) weeks for them to process it.

Also this week, I received a £100 fine from HMRC for allegedly paying around £17k CGT eleven days late. I am fairly sure however that it was paid on time.

It is taking the accountant around forty minutes on hold to get hold of anyone there and apparently they are about to shut down all their help desks.

I have always paid every penny of tax due, when it was due for payment; this really isn't cricket.

[gotoPzero]

FWIW last year I was owed and it took about 6 weeks IIRC.

Mrs was the same.

Is it possible its been paid to your accountant <cough>..... thats how ours was paid.

[Rufus Stone]

Zio Di Roma said:

My self-assessment submitted in January gave rise to a £7000.00 tax rebate. HMRC has not paid it.

The accountant has called them today and they are saying it will take up to a further sixteen (16) weeks for them to process it.

Also this week, I received a £100 fine from HMRC for allegedly paying around £17k CGT eleven days late. I am fairly sure however that it was paid on time.

It is taking the accountant around forty minutes on hold to get hold of anyone there and apparently they are about to shut down all their help desks.

I have always paid every penny of tax due, when it was due for payment; this really isn't cricket.

You weren't expecting a level playing field, were you?

[Zio Di Roma]

gotoPzero said:

FWIW last year I was owed and it took about 6 weeks IIRC.

Mrs was the same.

Is it possible its been paid to your accountant <cough>..... thats how ours was paid.

No.

[OldSkoolRS]

It always seems to take 40 minutes to get through...almost like there is a timer.

I managed (after 40 minutes) to get through on Friday as I'd been chasing a tax refund from 2022-23 that was still pending calculation. They finally did sort it and I asked roughly when to expect the money and was told October/November. In other words they'd held on to my money for over 2 years before returning it, no interest added for me of course.

However, when checking my online account on Monday it shows that I should receive a cheque within 14 days, though I'll believe it when I see it. I'm also sure that an extra amount for the previous year will be clawed back at some point, which of course they will expect much sooner than 2 years.

[LeighW]

Don't expect any improvement from HMRC, this is my email from them today: (I like how they refer to you as a customer )

HMRC said:

Dear customer,

From 8 April 2024 we will be making changes to our helplines to encourage more customers to use our online services. 

Information about the changes can be found below and in our press release.

These changes do not affect the Agent Dedicated Line (ADL) which will operate as normal.

Agents should use our online services such as the Self Assessment service for agents, the Income Record Viewer and our online tool that lets agents check our performance and service levels for post and online services.

Calls to the ADL should only be for queries that cannot be resolved online. We’ll continue to monitor the ADL as part of our work in encouraging customers and agents to go online.

Helpline changes
The changes to the following helplines will be permanent from 8 April 2024:
• Self Assessment helpline: the helpline will close from 8 April 2024 to 30 September 2024. If a customer calls the helpline during this time they will be signposted to our online services, tools and guidance. We will continue to provide our webchat service throughout the year, where customers will get support from advisers
• SA peak helpline: service will run from 1 October to 31 January each year for customers who need help with their tax return or to make a payment. During February and March the helpline will be available to customers with queries about penalties and appeals
• VAT helpline: there are monthly peaks which occur around the VAT filing deadline. The VAT helpline will open for 5 business days each month leading up to and including the VAT deadline. At other times VAT customers can use our webchat services to get support. This will improve service levels overall by concentrating our adviser resource at the point in time it’s most needed
• PAYE helpline: will not handle calls about PAYE refunds. Customers and agents will be directed to our online service, the digital assistant and chat, where they will be able to check when they can expect to receive their payment. If a customer or an agent has not received their payment after 15 business days, they can use the digital assistant and go through to a webchat adviser if necessary. Customers will be able to make claims using our online service or the HMRC app. These changes will free up advisers to process customer payments and other correspondence more quickly.

[LeighW]

LeighW said:

Don't expect any improvement from HMRC, this is my email from them today: (I like how they refer to you as a customer )

HMRC said:

Dear customer,

From 8 April 2024 we will be making changes to our helplines to encourage more customers to use our online services.?

Information about the changes can be found below and in our press release.

These changes do not affect the Agent Dedicated Line (ADL) which will operate as normal.

Agents should use our online services such as the Self Assessment service for agents, the Income Record Viewer and our online tool that lets agents check our performance and service levels for post and online services.

Calls to the ADL should only be for queries that cannot be resolved online. We’ll continue to monitor the ADL as part of our work in encouraging customers and agents to go online.

Helpline changes
The changes to the following helplines will be permanent from 8 April 2024:
• Self Assessment helpline: the helpline will close from 8 April 2024 to 30 September 2024.?If a customer calls the helpline during this time they will be signposted to our online services, tools and guidance. We will continue to provide our webchat service throughout the year, where customers will get support from advisers
• SA peak helpline: service will run from 1 October to 31 January each year for customers who need help with their tax return or to make a payment.?During February and March the helpline will be available to customers with queries about penalties and appeals
• VAT helpline: there are monthly peaks which occur around the VAT filing deadline. The VAT helpline will open for 5 business days each month leading up to and including the VAT deadline. At other times VAT customers can use our webchat services to get support. This will improve service levels overall by concentrating our adviser resource at the point in time it’s most needed
• PAYE helpline: will not handle calls about PAYE refunds. Customers and agents will be directed to our online service, the digital assistant and chat, where they will be able to check when they can expect to receive their payment.?If a customer or an agent has not received their payment after 15 business days, they can use the digital assistant and go through to a webchat adviser if necessary. Customers will be able to make claims using our online service or the HMRC app. These changes will free up advisers to process customer payments and other correspondence more quickly.

Scrap that, email just in, HMRC U turn. Muppets.

HMRC said:

Dear customer,

Yesterday we sent you an email about changes to our helplines.

These changes are being halted while we consider how best to help taxpayers harness online services.

More information about this can be found in our press release on GOV.UK.

Yours faithfully
HM Revenue and Customs

[MaxFromage]

LeighW said:

Scrap that, email just in, HMRC U turn. Muppets.

I do wonder whether they've left the work experience in charge.

[Eric Mc]

Not likely - the work experience chaps/chapesses would be doing a much better job.

[Newc]

My SA was filed last July, large refund due and marked as 'Pending repayment' since then. I called every six weeks from October to be told "oh yes, payment instruction has been issued, definitely coming through in the next fortnight".

I've filed an official complaint through their online service, though I assume the same people not sending my money to me will be the same people not reading my complaint.

[Zio Di Roma]

Newc said:

My SA was filed last July, large refund due and marked as 'Pending repayment' since then. I called every six weeks from October to be told "oh yes, payment instruction has been issued, definitely coming through in the next fortnight".

I've filed an official complaint through their online service, though I assume the same people not sending my money to me will be the same people not reading my complaint.

The consensus seems to be write to your MP, I think.

[Panamax]

My experience has been the same. Over recent years HMRC has become appallingly slow at issuing refunds. Can't help wondering whether our penniless government has given a deliberate "go slow" directive - or perhaps a staff bonus scheme at HMRC encourages them to hold onto taxpayers' money for as long as possible. It's pretty outrageous.

[Zio Di Roma]

Panamax said:

My experience has been the same. Over recent years HMRC has become appallingly slow at issuing refunds. Can't help wondering whether our penniless government has given a deliberate "go slow" directive - or perhaps a staff bonus scheme at HMRC encourages them to hold onto taxpayers' money for as long as possible. It's pretty outrageous.

The reason a rebate is due is that we have had to mothball our businesses, so we could really do with that money to keep it ticking over.

I can very well imagine HMRC deliberately paying slowly. The energy companies seem to be doing it. Basically they are bolstering cashflow at the customer's expense.

The trouble for HMRC being, I think, that people like us sometimes overpay tax in the knowledge that we can reclaim it. Why? Because it is easier and quicker if a filing deadline is nigh.

If HMRC continues playing silly buggers with rebates we may take a different view about overpaying.

[Michael_B]

Panamax said:

My experience has been the same. Over recent years HMRC has become appallingly slow at issuing refunds. Can't help wondering whether our penniless government has given a deliberate "go slow" directive - or perhaps a staff bonus scheme at HMRC encourages them to hold onto taxpayers' money for as long as possible. It's pretty outrageous.

Last year HMRC took six months to repay £6k of tax refund (self-assessment sent in May, money arrived November), which is thankfully the last time I will be filling in an SA form for a while, if ever, as I became non-resident 25 years ago and this was for a final UK private pension I cashed in, from which the provider had deducted emergency tax.

Here in Geneva, tax refunds are sent within 30 days of the declaration being processed, (everyone is on self-assessment with monthly prepayments, except foreigners here less than 5 years), which is usually 2-3 months after submission. Any under-payment or appeal must be sent in the same 30 day window.

Each year, every tax-payer receives a formal letter of thanks from the government, which is nice

__________________________________________

Dear Sir/Madam,

I take this opportunity, as we send out your tax declaration forms, to thank you for your contributions which are essential to the proper functioning of our community. Paying tax represents more than a simple administrative formality, it is the beating heart of our Republic. Taxes constitute the majority of our Canton's revenue. It guarantees the sustainability of our public services, the proper functioning of our infrastructure and the implementation of policies that promote the well-being of all.

Each franc paid contributes in particular to the education of our children in high-quality schools, the maintenance of our hospitals or the public safety provided by our law enforcement. It also supports the most vulnerable, ensuring that no one is left behind in our society. Paying your taxes is also a civic act. It recognises that, despite our differences, we are all interconnected, that the well-being of each and everyone is linked to that of all others. It is a commitment to a collective vision to which you contribute, according to your means.

Therefore, I would like to hereby express the gratitude of the authorities.

I am aware of the effort required of you as a taxpayer and my administration strives to make your procedures easier.

Reiterating my thanks to you for your civic sense, I send you, Sir/Madam, my best regards.

Nathalie Fontanet
Minister of State - Finance, Human Resources and Foreign Affairs
Grand Council - Republic and Canton of Geneva
__________________________________________

[PM3]

Stomach churning . However, it couldn't happen here as there would be social media rage over the " misgendering" that would undoubtedly be perceived to have happened .

[Swervin_Mervin]

MaxFromage said:

LeighW said:

Scrap that, email just in, HMRC U turn. Muppets.

I do wonder whether they've left the work experience in charge.

No, what's happened is they've announced it and it was in the papers yesterday, and quite rightly EVERYONE has gone apest. Not just Joe Public but many institutions, professional advisors,and so on. So I imagine there has been a quiet word from someone in Gov't for them to knock it on the head.

They really are incredible. If there's one public body in this country that absolutely needs dismantling and rebuilding afresh...

I'm probably on a list now after saying that

ETA: https://www.telegraph.co.uk/politics/2024/03/20/je...

Probably told them to wait until after the election

[Zio Di Roma]

Swervin_Mervin said:

If there's one public body in this country that absolutely needs dismantling and rebuilding afresh...

Just about every public body I can call to mind is fighting tooth and nail for that privilege.

[Spare tyre]

I had to do a self assessment but because they couldn’t send me my unique id I kept getting fined

Took far too much to untangle

[98elise]

Panamax said:

My experience has been the same. Over recent years HMRC has become appallingly slow at issuing refunds. Can't help wondering whether our penniless government has given a deliberate "go slow" directive - or perhaps a staff bonus scheme at HMRC encourages them to hold onto taxpayers' money for as long as possible. It's pretty outrageous.

Same with paying for extra years NI. My wife is short a few years so we paid for a couple of years. The money left my account but nothing got credited.

I wrote many times asking that they credit it (they didn't), so then started asking for it to be refunded. All correspondance was ignored. A few months later they credited it with no explanation and have never replied to any letter.

Ringing was useless as you were just stuck in a queue.

[Mr Whippy]

Everyone just needs to stop paying.

They’d get the picture sharpish then.


On those with big credits, can’t you just reduce subsequent payments by what they owe you?

Ie, if you’re waiting on £6k, and they’re wanting say £5,000 on account, then just pay nothing and tell them they now owe you just £1,000?