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Hmrc request a repayment Groundhog Day...

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Hi 

couple of clients due repayments , which I've requested online , and saved the submission receipt ... 

checked on status couple of weeks later and it's asking me to request the repayment again ? 
had other successful refunds/pending recently....

anyone any experience please ? 
(As expected struggling to get through on phone ) 

thanks 

 

Replies (16)

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By simonhyett
02nd Feb 2020 23:06

Hi there I have had the same experience many times. I ended up phoning HMRC on agents dedicated line and an individual processed manually for me over the phone, which went through no problem!

Thanks (2)
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By Wanderer
03rd Feb 2020 03:43

Never, ever had any luck with the online application. Just request on ADL and they seem to go through straight away.

Thanks (2)
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By slgskyeung
03rd Feb 2020 11:42

Hi, I've experienced this with one client's repayment.

When I called HMRC, they said that due to "the bank account details not showing up", "the system" blocked the repayment. As we all know, the bank details are always shown on the repayment request, so not sure I believe this. However he could now see that this had been resolved (I hadn't done anything before I called) and asked me to resubmit the request after 1-2 days to allow for "the system to update". The repayment did arrive within 3 days after that.

Time and effort for something that should be automatic and that I can't really charge to the client.

Thanks (1)
n/a
By Trish Baillie
03rd Feb 2020 14:31

As others have said, I've never managed to get a refund through from the online application. I end up ringing and getting someone to put it through while I'm on the phone.

Thanks (1)
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By legerman
03rd Feb 2020 16:05

I had one last year with a someone who was owed £200. Same thing so requested again. No refund. Phoned up HMRC and it was some small penalty from yonks ago that was blocking it. Nothing on previous tax returns to say there was an outstanding penalty, but they ended up deducting it then issuing the refund.

Thanks (0)
RLI
By lionofludesch
03rd Feb 2020 17:24

Had this a few times but hae always managed to get the repayment sent.

Eventually.....

Thanks (0)
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By Peter Cane
03rd Feb 2020 19:28

Submitted my own personal tax return at the end of December. Due a repayment and checked my own PTA today to see the credit was still sitting there, so had to claim the repayment again, which I have now done so. Did look at the copy of the tax return info I submitted and yes I did give them my bank details, so it looks like HMRC are not processing repayments based on the original return submission, but waiting for their "customers" to claim their repayment after the return has been processed.

Thanks (1)
Replying to Peter Cane:
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By Not Anonymous
03rd Feb 2020 22:54

Peter Cane wrote:

Submitted my own personal tax return at the end of December. Due a repayment and checked my own PTA today to see the credit was still sitting there, so had to claim the repayment again, which I have now done so. Did look at the copy of the tax return info I submitted and yes I did give them my bank details, so it looks like HMRC are not processing repayments based on the original return submission, but waiting for their "customers" to claim their repayment after the return has been processed.

A more likely explanation is that there is an inhibition on your account which prevented the refund from being repaid automatically.

I'm which case making a second claim is unlikely to result in a refund as HMRC will need to rectify the issue before issuing the repayment.

Legerman's comment is an example of this type of thing.

There used to be a long list of such exceptions which required intervention by HMRC staff.

Alternatively did you have a recently made payment which wasn't eligible for refund yet (per HMRC procedures)?

Thanks (1)
Replying to Not Anonymous:
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By Peter Cane
04th Feb 2020 09:23

Thanks "Not Anonymous", I'll give it a couple of weeks and if nothing comes through, I'll give them a ring and see if there's a problem

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Replying to Peter Cane:
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By Kevinb69
07th Feb 2020 10:08

Peter Cane, I have had this problem with clients of mine too. I am not totally convinced by the argument that something is inhibiting the repayment as a quick call to the HMRC Agents Dedicated line released the repayment immediately and they could not tell me why it had not been released with the tax return instructions. In my case, the repayment was to go to me as the agent. Whatever it is with their system they would not accept similarly flaky excuses if my client owed money so not sure why they feel it is appropriate to treat their "Customers" in this way.

Thanks (1)
Replying to Kevinb69:
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By Peter Cane
18th Feb 2020 09:18

Just as an update, still not come through, so phoned HMRC yesterday and yes, there was a signal against my record which has now been cleared so I am promised I will receive the repayment now!

Thanks (1)
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By Not Anonymous
04th Feb 2020 07:59

Managed to find the list, still quite lengthy.

https://www.gov.uk/hmrc-internal-manuals/self-assessment-manual/sam113011

Thanks (1)
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By eileengrigg
06th Feb 2020 11:12

Had exactly the same problem. The refund request just kept disappearing. Eventually phoned the Agent helpline. There were penalties from 2005 outstanding which were blocking the refund. It has been referred onto another dept to decide whether to write the penalties off. Interestingly, he received his refund last year no problem. The helpline said that was a 'mistake' and he shouldn't received that one either.

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By Bruce Roberts
06th Feb 2020 13:05

It now seems to be HMRC policy to only make refunds when chased. We have had to ring up and chase SA, CT, CIS and PAYE refunds. They alwauys have some spurious excuse as to why the refund has not been processed. These vary from 'it looks like somebody didn't push the button' to 'it has been authorised but not actioned by the system'. For CT we have been told more than once that it takes 6 weeks to go thorugh the system but the refund still doesn't appear. We have also had refunds held for over a year as we only worked out the client hadn't had the refund when doing the following year's accounts.

In business to retain an overpayment can be treated as theft but HMRC are doing it as a matter of course. Scandalous!

Thanks (2)
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By Mr J Andrews
09th Feb 2020 14:31

A cynic may say that this is an inbuilt flaw system by HMRC , having learned savings methods and added revenues from a low cost airline . If you press the wrong button you get added extras which you don't need for a punitive charge . Don't press the right button and you won't get your entitlement.
A lesser cynic may say that HMRC have got rid of most of their staff , in favour of a useless call centre . But rather than admit to this failure the inbuilt flaw system gives the call centre staff something to do.

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Morph
By kevinringer
12th Feb 2020 09:43

Someone at HMRC told me that the online repayment requests are not automated: they go on a worklist and are processed by a HMRC officer and if there is any issue the officer simply does nothing and moves to the next one. The online repayment form is worded as if it is being completed by the taxpayer, not the agent. Could that be a problem? I used to use this process but gave up when only a fraction of the repayments were issued. If the repayment was not issued when the return was filed then there must be some problem that needs fixing first and the only way to get that done is to phone the ADL. So I now phone the ADL for all my repayment cases.

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