TCM1000094 | How to check if a typo error has been made on the account details or if it has been completely changed

From HM Revenue & Customs · Tax Credits Manual

Step 1

On the ‘Function Menu’

select ‘Household’ on the toolbar
select ‘View Account’ from the options available. You will be taken to the ‘Key Entry Data’ screen
enter the customer’s NINO
select the ‘All’ checkbox
select the ’Payment Schedule’ checkbox
select ‘OK’.

If you are taken to the ‘Select Award’ screen

select the relevant award
select ‘OK’. You will be taken to the ‘View Direct Payment Schedule’ screen
go to Step 2.

If you are taken straight to the ‘View Direct Payment Schedule’ screen, go to Step 2.

Note: The ‘View Direct Payment Schedule’ screen shows the following

‘Due Date’
‘Issued Date’
‘Net Amount’
‘Amount Recovered’
‘Payment Method’
‘Payment Status’.

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Step 2

Make a note of the dates in the ‘Due Dates’ column and the amounts of all the cancelled missing payments on to the Phone Query template

Note: If the missing payments are in two different award periods, you must go into both awards to find all the missing payments.

select the latest cancelled missing payment
select ‘OK’. You will be taken to the ‘View BACS Details’ screen
make a note of the account details on to the Phone Query template
select ‘Cancel’. You will be taken back to the ‘View Direct Payment Schedule’ screen
select the next paid payment
select ‘OK’. You will be taken to the ‘View BACS Details’ screen
make a note of the correct account details on to the Phone Query template
select ‘Cancel’. You will be taken back to the ‘View Direct Payment Schedule’ screen
select the paid payment immediately before the first cancelled missing payment
select ‘OK’. You will be taken to the ‘View BACS Details’ screen
make a note of the correct account details on the Phone Query template

Note: You can also check the payment details in the ‘Postings’ screen. This will show if there has been an amendment on the claim - for example, ‘Amended CTC Award’.

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