A taxpayer reported having persistent issues with the HMRC system
HMRC has released an update regarding payments into customers’ bank accounts. The group spoke about some key timelines worth being aware of.
The issue came to light after a query from a taxpayer about an outstanding tax refund. Reaching out to the authority over social media, the person said they had submitted a repayment request through their self-assessment on around April 20. They explained their situation: “It says I should have had a reply by 31st May but I haven’t. I can see the credit on my HMRC account, but this hasn’t moved into payments.” HMRC initially replied by asking whether the taxpayer had been told to send over any further information.
The individual responded confirming they had not, and that they simply hadn’t received any correspondence from HMRC since submitting their repayment request. HMRC then replied to clarify the general rules that apply.
‘Security measures’
The organisation said: “We do have security measures in place to protect customers which may cause a delay. We may need a further 12 weeks after 04/05/2026 to issue your refund.
“While we process your refund, it can still show as available credit in your online account.” HMRC also provided a link to an information page on the Government website with details about when you can expect a response from HMRC.
The taxpayer subsequently asked whether the organisation could check that their repayment request had been received. They said that this problem occurs “every year”.
The frustrated customer explained: “I call up and they see it’s there, apologise and issue the payment. In the bank three days later. I’ve tried calling but the wait time was too long.”
HMRC replied by advising the taxpayer to write to them regarding the issue. The taxpayer enquired whether there was an email address available to get in touch with them directly.
In response, HMRC reiterated that the taxpayer could correspond with them by post instead. The address to use is:
Self Assessment
HM Revenue and Customs
BX9 1AS
United Kingdom.
