Computer says: No, you can't have your money – you're dead

Published on Monday 27 July 2009 22:03

CAROL Buchanan usually fits in a visit to the post office en route to her job as a part-time cleaner. But the single mother of three was stopped in her tracks when she reached the front of the queue and was told she couldn't collect her working tax credit cheque – because she was officially dead.

Ms Buchanan, 47, from Govan, Glasgow, was then told she could not get an emergency credit payment because she had already been wiped off the computer system.

She has now been left without money for more than two weeks while HM Revenue & Customs (HMRC) untangles the mess.

She said: "It wasn't a very nice thing to hear. I feel like just a number, not a person.

"They don't seem to care. The HMRC is saying my case is a priority, but have yet to give me a timescale. They say it could be four weeks … I've been on the phone every day and I'm getting nowhere."

Shortly afterwards Ms Buchanan received a letter from her insurance company, addressed to her estate, to sort out her life insurance policy.

When Ms Buchanan inquired at the HMRC office about an emergency payment, as she had been advised to over the phone, she was told she needed to make an appointment – the next one available was a week later.

She was also told HMRC could not offer her compensation for fear of overpaying her tax credit.

Her son Paul Simpson, 29, said: "The HMRC has shown no compassion for my mother, and have not told her anything."

A spokesman from HMRC said: "Once we have received all the information from Ms Buchanan, we'll look at all the case notes and get in touch with her."