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Original poster

A letter from HMRC or concentrix part 8

999 replies

Morgani97 · 23/01/2016 11:58

Have you received a letter from HMRC or Concentrix? This is part 8 now. Have you had the dreaded letter demandeing evidence you live alone? Hopefully we can support each other and try and make sense of it all.

OP posts:
NordicNoirRocks · 26/07/2016 19:23

I've not had a decision or updated award, I should have mentioned.

Kk88 · 26/07/2016 19:36

6 weeks for docs back still awaiting a decision

Shouldstartaprotest16 · 26/07/2016 19:38

Mine came back to me 7 days later, and has since been with desicion makers which has been about 5 weeks now

Loulabell09 · 26/07/2016 20:49

Jess507 did you receive your documents back from Concentrix with letter confirming they would be in touch or did they confirm they had received over the phone? It is strange they are now saying they have no record of u at all. Maybe you should phone HMRC and ask them to advise as you don't want payments to stop when you have done everything asked. Concentrix record all calls so if u check your phone logs and get time and date u phoned they should be able to check who u spoke to. I received my documents back within 6 days of sending them with a letter x

Jess507 · 26/07/2016 22:02

No I haven't received my documents back and they were received and on the system on the 3rd of July, so 3 weeks ago now.
They have done a referral on it (what ever that means) and I need to contact them again in 48 hours if they still have nothing then I have to phone HMRC

Tre2tre · 27/07/2016 20:30

Got a letter in May saying that they suspected I was living with someone, I contacted them they gave my son fathers name. I ask how he is linked they said via a credit agreement. i have nothing to hide so I sent in my whole life. Got documents back whitin a week of the receiving it. I called every week and got told loads of lie. When I went to make an official complaint, they said that if my case was dealt with in the next 48hrs would I withdraw my complaint. I agree to this and that even I was called by them to say case was closed. I then received a letter the following week saying they have suspended my claim because I didn't reply to a letter they sent in mud June.

I rang to find out what was going on, one advisor swore at me ( which I recieved a letter of apologie), I eventually got a nice man who explained that someone suspended my claim because a mrs xxxxxx was putting money in my account. I explained that this was my mother as I do most of her shopping. This man unsuspend my account, the manager then closed the case. I didn't trust them so I called hmrc a day later to confirm the case was closed and they confirmed it was.

Concentrix makes up its rules as it goes along, no staff are qualified to make decision. When you phone them it's the luck of the straw you may get someone who us nice or someone who hates their job. Don't give up, complain phone everyday if you have to.

Loulabell09 · 27/07/2016 20:55

Tre2tre good on you for not taking any crap from them. I have been afraid to be to pushy with them in case they assume I am guilty for pestering them to much. Can I ask how u went about making the official complaint, did u ask to speak to a supervisor or manager?x

Shouldstartaprotest16 · 27/07/2016 21:34

Does anyone know for sure if concentrix have a deadline to sort through renewal cases? As I'm sure I've read in another thread it's the end of August ?

Tre2tre · 27/07/2016 22:48

@loulabell09 I made one with hmrc as they were the ones who gave my details to concentrix, and I spoke to a manager at concentrix. Don't be afraid to phone them as, you will give different information each time you phone. At one point they said mine was with a decision maker for over a week (which is ridiculous).

@ shouldstartaprotest16 according to hmrc they aim to complete in 10 weeks, but there is no official deadline for concentrix. As they can do up to I think it's 3-4 checks a year. Concentrix have a huge backlog according to them and don't have enough staff

woodly2013 · 28/07/2016 01:00

I sent my info off 21/6 recorded delivery and I have heard nothing. Yest I received another letter saying I have informed them of a change of circs but not the details. I must respond by 31/7 or my tax credits will stop. Of course I immediately rang, systems down and they cant help. Ring back. Rang again and same, explained again! They told me I needed a barcode from hmrc. So I rang them. Got the barcode (hmrc didn't know why that was necessary). Rang Concentrix back to give them the info which would apparently resolve all the issues with the compliance check and close my case. Systems down again! Insisted on speaking to a manager, nice chap but totally ineffective, as I now have the sacred hallelujah barcode but until I can ring Concentrix at the exact moment their systems actually work I cannot give them the information to sort my claim. Time is ticking. I am not unduly concerned, the issue does not lie with me but their useless systems. I have made written and verbal complaints to be told it's a 4-8wk turnaround because they have so many, hmrc say they forward to Concentrix while Concentrix say they forward to hmrc. Complete farce. I did a freedom of information SAR request and all I got was a copy of the Concentrix letter that was issued to me?! They hope you get beaten down and give up. I won't and neither should anyone else. Keep strong, if you meet the criteria for claiming tax credits and the conditions of entitlement, you are entitled to this monetary support. A compliance check is just that, to check your claim. Sending hope and strength to all waiting for closure. 31/7 is the end date for renewals so hopefully we are nearing resolution x

Mumzyknowsbest · 28/07/2016 09:51

Hey guys just wanted to report that today I got the "we don't need to amend your claim" letter. So relieved, this was week 4 with payments suspended! Not sure when they will start again but wow that's a weight off my mind.

FemaleDilbert · 28/07/2016 09:57

Hi, we had the childcare costs letter. Sent off information 28th April, got a final decision 13th July - so a 2.5 month turnaround start to finish

Mumzyknowsbest · 28/07/2016 10:00

update 2: just checked my bank and there's a nice lump sum in there. Praise be!

Loulabell09 · 28/07/2016 10:40

Tre2tre thanks for advice, if this carrys on much longer will put a complaint in to try and get things moving. woodly2013 so glad you are finally getting somewhere and hope u get final closure soon. I find if you phone at 7 pm systems are always working and you get through quickly. Mumzyknowsbest and FemaleDilbert brilliant news for you both. So glad to see that some are finally getting closure and good news. Here's hoping the letters start coming through for the rest of us waiting and we can be done with this horrible experience they are putting us all through xx

woodly2013 · 28/07/2016 12:15

Thanks for the good time to call advice. I will try this evening. I just want it over and done with, I'm sure everyone here feels exactly the same and I really appreciate the opportunity this thread has given me to vent, share and receive support. Thanks you lovely lot x

Lovelyname · 28/07/2016 13:54

I have just got through to them now. Told the same thing; with decision makers and that they have back log but im in the next batch!
The man i spoke to was lovely but he couldnt tell me anything and i am no better off having spoken to them! I've nearly been waiting 4 months now!

Lovelyname · 28/07/2016 13:54

I have just got through to them now. Told the same thing; with decision makers and that they have back log but im in the next batch!
The man i spoke to was lovely but he couldnt tell me anything and i am no better off having spoken to them! I've nearly been waiting 4 months now!

Loulabell09 · 28/07/2016 19:44

Lovelyname it's a disgrace that u have been waiting that long and still getting same old story. At least they said u r in next batch so hope u get answers soon. I am going to phone next week and say as it is now August and I got letter in May I want to speak to a manager if they have no answers for me. Will ask manager procedure for making an official complaint. Fed up and now just thinking I have nothing to hide and don't care what they think anymore x

woodly2013 · 28/07/2016 20:02

I rang tonight after 7pm, apparently system been down all day. So no one can take my information AGAIN!. Usual response, 'ring back'. Useless

Lovelyname · 28/07/2016 20:39

Lou, although he said i was in the next batch i don't believe him, he just said it to get rid of me on the phone. I should have mentioned making a complaint; ill try again next week and ask to speak with a manager x

Loulabell09 · 28/07/2016 21:51

woodly2013 it was down all day Monday until 7 as I tried every hour all day. Must be down more than it is up and running. Keep trying until you get it resolved and can put this behind you. Lovelyname I will definitely be phoning on Monday and going down manager complaint route as it unfair to treat people this way with waiting times etc. If enough people who have been waiting a long time start complaining surely they have to take notice and start dealing fairly and quicker with cases. Not going to be much help to current people but may help the others that are going to be joining this thread in the future x

Shouldstartaprotest16 · 28/07/2016 21:56

Has anyone ever requested to e put through to the "desicion" makers as it's a different department?

woodly2013 · 28/07/2016 22:10

I tried the manager complaint route yesterday, nice chap, full of I can understand your frustration, stress, difficulty blah blah blah but upshot the same, can't resolve anything as systems down, ring back.

Loulabell09 · 28/07/2016 22:12

Shouldstartaprotest16 good question because I thought that the people answering our phone calls were also decision makers as a lot of people on this thread in the past have had decisions made on the phone when they rang. Confusing how none of their procedures are consistent and what u are told depends on who u speak to. When I phone Monday my first question will be when they tell me it's with decision makers can u put me through to them, when they say no I will then ask to speak to a manager as I wish to make an official complaint. At this stage I am thinking I have nothing to lose if I am polite surely we have some sort of rights to how we are treated x

Mumzyknowsbest · 28/07/2016 23:55

Thanks loula :) Yes quite suprised that it happened so swiftly to be honest (if you can call 4 weeks without tax credits swift lol). I will say I really over delivered with evidence the 2nd time round but that said, it still takes however long it takes to get scanned and then to a caseworker. So not sure that even had much to do with it.

I did not get documents back with the letter though and a little concerned about that but right now the relief of being able to buy food again is outweighing the concern. I'll report back with how long it takes though to help those that come after us.

Best of luck to all the ladies waiting xox