Anyone help on the best way forward on my friends prob,
will try to cover as much as I can.
Single parent 1 child,claims ctc and cb.
renewal returned for ctc,signed for by hmrc 16th may.
20th aug letter ,dated 16th saying payment stopped,not renewed and claiming overpayment from april.
she called and they took her details and said she had failed security so she would have to attend local centre to prove identity,someone would call within 2 days.
they did not so she sent letter stating she had renewed etc signed for on 30th aug.
29th aug not payed.
she spoke to c.a.b and was told that as she had contacted them within 30 days,the over payment would be cancelled, that they would re-instate the claim,expect a final response letter for previous year,and a seperate award notice.
21st sept got final responce for previous tax year.
28th demand for over payment.
she called and was told that.
1.her details had been updated on 6th sept,ignore the demand,for some reason it was stuck in the system and had not gone to payments.
2.nothing on system about security?this lady set password for future ref.said she would escalate it,it would take 4 weeks.
she left it 6wks,heard nothing still not payed.
called on 11th nov and was told they would escalate again,should only be a week.
on 16th she was told that it was with technical team.
trying to get payments re instated.
21st told the same.
this monday 28th she called again,still trying to sort,she was told that if she had not heard anything/been payed by 5th(next monday)to call again so that they could issue emergency payment due to length of time.
this morning recieved award notice dated 25th(sunday) payment £900+back pay 24th(sat)
normal wk payment 28th(mon) and this amount from 5th dec.
no money in account this morning,she called and was told that it will be payed as soon as poss as still showing as suspended on system,still trying to sort out,and because this is being treated as urgent she can not request emergency payment.
she had to leave it there as she has attended a funeral,have told her will ask advice her and will be with her to call them tomorrow.
and they know that she has
1.only had £20 family allowance a wk for 15 wks to live on
2.and she has had to borrow from family on the understanding that it is payed back.
thanks for any help