Calls to the Helpdesk

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  • #19940
    Karen Stoddart
    Participant

    We have been having some problems contacting the Helpdesk over the last couple of weeks. We are being given several security questions to answer such as date of birth, NINO etc. This is fine except when they ask for the customers middle name. In a lot of instances we do not hold the middle name and the Helpdesk is then refusing to help us. As well if HMRC are holding the wrong postcode we are being refused help.

    Is anyone else having the same problems?

    #1590
    Anonymous
    Guest

    Yes,

    unfortunately we’ve been unable to get past the middle name hurdle too. Wish I could offer a solution, but we’ve just had to grin and bear it, at least you’re not alone !

    John.

    #1591
    Anonymous
    Guest

    They do seem to have become a lot stricter with the giving out of information, although we have noticed it differs from call to call. Anyone know the reason for the change? ❓

    #1592
    junderwo
    Participant

    I have recently had similar problems but they will ask different security questions if you explain you don’t hold the middle name e.g. children’s names.

    #1593
    sue large
    Participant

    they have probably become stricter due to the fraud that was going on with e-portal, as far as I heard the fraud was to do with staff details being stolen and used………………..not sure exactly

    #1594
    Anonymous
    Guest

    The other day I rang the helpline and answered all the security questions only to be told that they didn’t have any record of the claimant! It seemed to me to be a big waste of time as they had no information to protect! 😕

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