help re tax credits letter

(46 Posts)
Daisypops Mon 10-Dec-12 22:58:39

10 days ago I received a letter from hmrc saying my tax credits claim has been selected for enquiry as there maybe another adult living at my address. My ex p moved out at the end of june. I advised them and started a single claim. Ex p went to work abroad. He came bk at the end of October and has stayed with a friend. He bought a car to use whilst hes home and I realised he'd registered it here when I got the letter from dvla. I have asked him to change the address with his bank, dvla etc but he hasnt (or won't :-/)
I have rung the number on the letter about 100 times (no joke) its impossible to get through. I get a recorded message saying dont leave a message but I did anyway or it's engaged. I rang the normal helpline out of sheer frustration but they said to just keep trying and they'd send a message through for them to ring me.
Last week I decided to send a letter. Copy bank statements proving I pay everything and my council tax bill. I explained that he doesnt live here, he works overseas and stays at friends/familys.
The letter they sent me says they will stop payments to me on 27 Dec if I dont ring them.
I work part time and rely on the payments to subsidise our living costs. My dc's father has paid me £500 in a year most of that is what he owes me not child support!
So im worried sick that they'll stop payments. Im also totally frustrated that I cant get to speak to anyone and im angry that ex o wont provide me with anything with his address on as he says he is of 'no fixed address'
Please someone help...

TheSilverPussycat Mon 10-Dec-12 23:45:34

I have rung the Tax Credits people a few times over the last year, and have always managed to get through eventually. Eventually meaning after 20-30 minutes. I have a land line so its cheaper than a mobile, but even so.

Daisypops Tue 11-Dec-12 00:05:50

The letter says I have to ring an 03000 number. I can get through to the normal helpline but they said I have to speak to compliance team on the number quoted on the letter. I have tried, like I said about 30 times a day at different times but no success. Dont know what else to do. I will keep trying but on a few occasions I have even got a message saying they are only open 8-5 but im calling inbetween those times?

Letsmakecookies Tue 11-Dec-12 08:17:50

Reading this one of the first things I would do is call the DVLA and tell them your ex has illegally registered his car (and possibly driving license) at your address, even though he doesn't live there and the car has never been parked there.

Then I would do the same with the banks and anything else he may have registered at your address still.

From experience father's paying back what they owe and child support get merged into one, and I never got both!

Can you not get through to the helpline and ask them to transfer you through, or give them your number and ask them to pass it on to the compliance team? Or when you get through ask to speak to the most senior person there as you are having big problems?

Good luck.

Daisypops Tue 11-Dec-12 11:24:20

I have asked to be put through. They said they cant transfer calls to that department. I left my number for them to call me, they haven't. sad

RandallPinkFloyd Tue 11-Dec-12 11:56:57

I had the exact sane letter last week. So have many people I found out.

You do have to speak to them in the designated number, there is no other option so all you can do is keep trying. I rang yesterday and got through after 3 rings, no hold music or anything so it is possible.

The lady I spoke to was really helpful.

Basically they are doing credit checks on people to see where their registered address is. He needs to make sure he has changed his address with all the important official things such as bank statements, council tax etc.

When you ring they will ask you to confirm his current address and do another search. Depending on what the search on that address shows up they will either close the case there and then or advise you of what you need to do.

The main thing is don't panic. Easier said than done I know, I was in a right flap over the weekend but it will be ok honestly.

Just keep ringing the number.

imdreamingofaskyebluechristmas Tue 11-Dec-12 13:39:35

I am having the exact same problem as you, its the 03000 number ? I tried for 1.25 hours last night and for 2 hours this morning and it rings and rings, then cuts off.

I rang the normal WTC department and they have taken my details and passed them on for them to ring me. They did say that they are extremely busy (no shit!) and that it may take a while to get back to me.

My letter says that I made a claim as a single person for 11/12 - which I didnt, I didnt start my single claim until 8 April 12 which is 12/13 year. I have asked my XH repeatedly to change his address everywhere, which he hasnt bothered with as he has a redirect.....

I can prove that we are divorced and that he has lived elsewhere since April, but I just cant get through to WTC!

All we can do is wait I think. I may put a letter in the post also, to cover myself though....

Daisypops Tue 11-Dec-12 20:50:22

Im dreaming-.thank you so much for posting. Its nice to know im not the only one. I rang them today, just the normal helpline number and I got a horrible man who kept butting in when I was speaking. I asked if he'd let me finish and he put the phone down. I rang bk and got a nice man who was sympathetic and took my number also and asked them to ring me urgently. I cried. It's so frustrating. My ex p hasnt lived here since the end of june and I told them that. Ive asked him to redirect his post he sometimes says he will and sometimes says he wont. I have written to them and sent bank statements that are just in my name and show that it is me who pays for everything. I sent my water bill and my council tax bill that shows my single discount. Its so frustrating. They letter says they'll stop payments on 27 dec if I dont contact them so I really don't know if someone will read my letter or ring me before then. I have honestly tried about 20/30 times a day. I am astounded they can give a number out and threaten to stop payments when it is impossible to speak to someone. Let me know if u get through'dreaming' and ask them to ring daisy asap ;)

LineRunner Tue 11-Dec-12 20:53:00

I always write to HMRC with any change of circumstance, or to respond to any query, and keep a copy.

LineRunner Tue 11-Dec-12 20:53:32

In your case I would also send it Special Delivery.

Daisypops Tue 11-Dec-12 20:54:06

But randall ive asked him to change his adress and he says he cant as hes going back to sea in january and is currently of 'no fixed address' hes just been difficult because he could redirect his post to his sisters. What will they say to this? I feel like inviting them round to prove hes not living here! Was it the 03000 number you rang on?

Daisypops Tue 11-Dec-12 20:55:38

Hi linerunner. I have written twice. Send the first letter recorded with copies of all docs and sent second letter 1st class. Ive kept copies.

Daisypops Tue 11-Dec-12 20:57:18

I dont know where he is staying sad

imdreamingofaskyebluechristmas Tue 11-Dec-12 21:21:01

Tell him that if he doesn't change the address you will send it all back NO LONGER AT THIS ADDRESS it else redirect but yourself to his mums or something. You would have to pay for that though.

I have sent a letter today to WRC with evidence that XH is not here, divorce petition, absolute etc just to cover myself as they have give me til 2 jan 2012 to reply (and that's not a typo!, well not by me I mean!)

If they stop my payments I won't be able to afford to pay the mortgage...

Daisypops Tue 11-Dec-12 21:42:34

Thanks dreaming. Ive just been chatting to my mum.and im going to send everything back and say hes at his sisters address (he isnt) but aslong as it doesnt come here. Hes not bothered now because it doesnt affect him. Makes me very angry. Hmrc take ages to sort things out I will struggle and probably have to borrow off my dad sad

imdreamingofaskyebluechristmas Tue 11-Dec-12 22:20:21

My XH is just ignoring my emails about it...

My mortgage is £700 a month and I can't afford to pay it if they stop the tax credits. All I can do is pray that they sort it out.

I shall be putting in a complaint though to HMRC about the fact that they insist you ring that number but don't have the staff to answer it!

Daisypops Tue 11-Dec-12 22:54:27

I had to complain in the summer. Someone rang me to sort it out. I never got any acknowledgements though or even a letter to say it was sorted etc. I dont think they have a complaints procedure, if they do they didnt follow it. Which address are u sending complaint to? I did mention it in the letter I sent last week. If I didnt answer my work phone I'd be sacked! Hope u get it sorted. Keep me posted x

RandallPinkFloyd Tue 11-Dec-12 23:21:32

All you have to do is make sure nothing of his is registered to your address.

Wherever he actually does register them is not your problem.

As another poster said, every time you get a piece of mail for him just put a line through the address window, write "not at this address" on the envelope and put it back in the post.

When you do speak to them just explain that you don't know what his official address is. Just be honest, it's extremely difficult to prove someone is lying if they aren't!

You have all the proof you need that you are living alone which is bank statements, bills etc all in your name only.

I got straight through on the 03000 number at lunch time on Monday. I know it's not much consolation but the lady I spoke to was lovely.

And don't worry about the time limit. You only have to speak to them by that date, if they need you to send anything in they'll give you another date to send it in by.

I know it's scary, I spent the weekend in a right old state but honestly, you'll be fine.

RandallPinkFloyd Tue 11-Dec-12 23:26:32

Just wanted to add that re-directing his mail is not a good idea.

If things just get re-directed automatically by the post office you'll have no idea what's being sent to your address and it leaves him free to keep using it.

Just send it all back not at this address. That way the companies will put a "gone away" block on any accounts when they get the letters back and he'll be forced to sort it as the accounts will be frozen.

Daisypops Wed 12-Dec-12 11:02:05

Thanks randall I'll do that. I have tried the number again this morning about 5 times. I've sent bank statements and bills in but if they dont read them before 27 dec will my payments stop? I have tried and tried contacting them. Ive even rung the normal helpline number 4 times to tell them I can't get through. Do you think my bank statements and bills will be sufficient?

RandallPinkFloyd Wed 12-Dec-12 14:11:55

I would imagine so, I think that's what they would ask for if anything was needed anyway.

I didn't have to provide anything, they were happy to sort it out over the phone but from speaking to other people (in the midst of my aforementioned flap!) they had been asked for bank statements and bills which clearly show everything is solely in your name and paid for by you IYSWIM.

I'm really shocked at the phone number being so difficult to get through on but tbh from what I gathered this is a new process so they're probably ridiculously over-busy.

imdreamingofaskyebluechristmas Wed 12-Dec-12 14:23:12

I still cant get through today either and still no phone call from them.

tryingtobestonger Wed 12-Dec-12 15:10:16

I had been having the same problem trying to get through on the 03000 number - countless times of ringing and just no answer. My deadline to phone them was yesterday and finally managed to get through this morning. Lady was lovely and I explained our situation and she said that was sufficient and would close her investigation. I had been so worried but the issue was solved very quickly.

I think the fact that you are able to prove that there is only the one income coming in and you pay all the bills you shouldn't have a problem.

RandallPinkFloyd Wed 12-Dec-12 15:11:41

0300 057 3142

That's the number I rang.

imdreamingofaskyebluechristmas Wed 12-Dec-12 15:40:25

that number is the one that just rings endlessly and then gets cut off.. all we can do is keep trying.

when I rang the normal department, they just said that the other department is extremely busy and thats why we cant get through...

thats why I posted some stuff as a back up, so if I dont get through, Ive got proof that I have contacted them

Daisypops Wed 12-Dec-12 17:12:55

Thanks so much to everyone for replying. Ive tried again this afternoon, about 6 answer. Hopefully someone will get my letter and ring me. Ex p did pay me 500 in October, what he owed me from the previous 6 months hope this doesnt make them think he contributes because he certainly doesnt.

jules2906 Wed 12-Dec-12 18:28:23

I had a letter the same as this today (dated 5 December) I tried numerous times to get through on the 03000 without any luck - the number kept cutting off after 60 seconds or so.

Eventually I got through to the regular TC Helpline and spoke to someone who initially couldn't help, but when I pressed him further, he spoke to his manager and then told me that the procedures had changed and the 03000 number was no longer being answered!!! Whether this is correct or not, I don't know but he made a note of my call and said he would alert the compliance team and get them to call me. if I don't hear from them by the weekend, I will write to them.

Luckily, my situation is amicable and hubby is happy to give me a copy of his rental agreement or whatever they need. However, the letter was really awful -talk about made to feel guilty of claiming only what I am entitled too...I really feel for anyone who is in the same - or worse - situation....

RandallPinkFloyd Wed 12-Dec-12 18:43:19

I must have just dropped lucky I suppose, I got through first time.

Hope you all get through soon.

Daisypops Wed 12-Dec-12 20:23:05

Oh my days! Not in use!? How can they quote it on a letter! Id get the sack if I did that! I don't think theres any point ringing the normal tc helpline do you? Ive written twice and sent bank statements and bills and there should be a record that ive rung the tc helpline a few times so I really dont know what else I can do. Its very frustrating.

Daisypops Thu 13-Dec-12 13:56:49

Tried six times so far today. No joy.

imdreamingofaskyebluechristmas Thu 13-Dec-12 19:06:39

same here..... cant try now til Monday, no point trying then either really!

Daisypops Thu 13-Dec-12 23:13:36

I really dont think theres any point trying. Ive written to them twice. Perhaps we're best waiting for them to ring us, but i don't have much faith in them.

EggNogKnockers Fri 14-Dec-12 01:43:53

The number in Belfast is a nightmare to get through to.

I usually had the best luck getting through to them first thing in the morning.

Good luck

jules2906 Fri 14-Dec-12 19:14:28

I tried the number again this morning - not expecting an answer having been told by the tax credits helpline that it was no longer in use - only for it to be picked up after about 50 rings. This was at about 8.10 in the morning. So clearly the number is still in use and what the TC helpline told me wasn't right. Not really surprised tbh. I went on to have a 20 minute conversation with a very helpful man - the long and short of it is that I need to send them some official documentation - council tax reduction notice, some bank statements, plus if poss, some stuff from hubby and based on what I told them, they expect to be able to close the case. I'm making sure I send everything by recorded delivery so I know they have got it....
He did say they were really busy and also agreed that the letter wasn't very nice and that he would pass on my feedback. Now I just need to wait, probably till mid January, that everything is still OK.

Daisypops Fri 14-Dec-12 22:50:46

Wow! Jules lucky you. I have tried again today but it rings then goes on to answerphone telling me not to leave a message! I left one anyway. Two days after I received their letter I sent last six months bank statements, council tax bill and my water rates all in my sole name. I sent them recorded. I hope someone rings me soon. Have you had any luck dreaming?

WhoWhatWhereWhen Fri 14-Dec-12 22:56:42

HMRC are using credit reference agencies to track down fraud, its a blunt tool that often causes problems for newly separated couples, get help from the CAB

Daisypops Fri 14-Dec-12 23:25:08

I went to the cab in june and it was awful. I was there 20 minutes before it opened and I was at the back of a queue of about 30 people. When I finally got to the front of the queue the woman said they werent booking anymore people in and I had to be there earlier but I had school run to do sad i cried. From what others have said what I've sent might be sufficient. I'll just keep trying and hope someone deals withmy letter and calls me. They have definitely received it, I just tracked it and it was signed for on 6 December

Daisypops Tue 18-Dec-12 13:49:53

Any luck dreaming? Ive tried everyday for the last ten days but not got through. The letter I sent was received and signed for on 6 December. Do you think someone has actually dealt with it yet? I keep wondering if they're happy with what I've sent and have closed their case. I know they're rubbish at sending letters out so would doubt I'd get one to that affect. My payments are due to stop on 27th according to the letter. Im going to ring on 26 as apparently they're open?! Do you think I should write again and send the registered post confirmation and signature.

imdreamingofaskyebluechristmas Tue 18-Dec-12 13:55:39

none at all.... I have tried every day too... I had until 2 January to make contact, but I have sent that letter so I consider that to be contact...

I think if you have proof that they have received your letter then that should be enough hopefully..

Daisypops Sat 29-Dec-12 15:26:59

Dreamin....I got a letter today to say all is ok snd my tax credit award is remaining as it is. Yipppeeee! Hopefully your letter is on its way x

HappyNewSkyebluesapphire Sat 29-Dec-12 15:31:06

Great news for you, fingers crossed then !

Skyebluesapphire Tue 15-Jan-13 11:43:16

Daisy - I finally got a phonecall from HMRC today, saying that my evidence and further checks by them all check out and that my tax credits will continue.

Thank god for that!

I have been following this thread as I also got a letter on 22nd December asking me for reams of evidence to back up my claim. I made my original claim on 10th December, and still have not received a penny, so things are getting desperate financially sad. It is very heartening to hear that people's claims are getting sorted out, and within a couple of weeks too. I sent all of my evidence in last week so fingers crossed I will hear something soon.

Daisypops Tue 15-Jan-13 22:09:24

Glad to hear that skye. Such a relief isnt it.
In the letter I sent I said I couldn't believe they can give a number out that no one answers. They never responded to that bit but I let it go because I was just pleased they were happy with what I sent. I even asked them to ring me but they didnt :-(
8rubberduckies. You will hear something soon im sure. I was so worried but knew what I had told them was correct so just sent what I thought they'd need. Fingers crossed.

Skyebluesapphire Tue 15-Jan-13 23:29:11

I am going to write a letter of complaint about it. They have messed me around something terrible last year, closing my claim for 5/4/12 because my XH didnt give them his final figures, even though they didnt tell me that there was a deadline. Then sent a letter saying that my claim was wrong...

So I will go through their complaints routine, as its not right to give out a phone number that they dont answer

Daisypops Wed 16-Jan-13 08:26:39

When I was waiting to hear I rang them. The chap I got on the phone was awful then he hung up on me :-0 I didnt get his name and he hadn't taken my details so no record of who he was but it just added to my frustration. I complained last year about a seperate issue. All I got was a phone call saying its all sorted. No acknowledgment or letter saying it was resolved. And i followed their procedure.

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