Self assessment ''not captured''

Dear Sir or Madam, I've finally managed to get hold of the HMRC SA helpline with respect to the following query, where you asked me to contact SA team (https://community.hmrc.gov.uk/customerforums/sa/63a9263f-0695-ee11-a81c-000d3a0d1e21). I've learned that my SA, submitted and received on 26 November 2023 (!!!), per my online HMRC account, was ''not captured'' by the system, meaning that HMRC does not see it as submitted at all (!!!). I was also told that according to the internal guidance, SA team member on the line can't do anything and can only pass the case to the internal team, who will respond in April, at the earliest (!!!) Putting aside the fact I will likely by (wrongly) charged a late filling penalty and that HMRC is due to refund an overpaid tax to me (not insignificant £3,5k) - in what world can one submit (and receive a receipt confirmation) and still wait half a year for HMRC to graciously take interest in my tax affairs??? This is so wrong on so many levels, including, also, that SA team member on the line could not explain to me why the filling was ''not captured''. What's the point???

Can anyone at HMRC here respond, please? This is getting beyond frustrating.

Same problem here. This is the first time I've managed to find someone with the same issue. 26th Oct: Submitted with registered accounting software, confirmation by IR Mark number 24th Nov: I contacted by phone. They said they would 'push for capture' immediately and my balance will show the next day 30th Nov: Contacted by phone again. Told there was a problem and I will receive a response by 2nd of Jan 5th Jan: Contacted by phone again. It still hasn't been captured, and I will hear more by April On every call there was a real lack of clarity and a bit of evasiveness in them even describing what the problem might be or saying sorry. On my last call I asked if I could receive a written letter saying I would be exempt from late penalties because it's their problem, and I was shockingly told that HMRC cannot write letters. When I put this to their (much quicker) Twitter/X help team I was told this was incorrect and they can indeed send such a letter. The whole thing is a complete mess and although I'm not due a refund like yourself, I am worried about having to go through a lengthy appeal process when I have to dispute any fines and penalties I receive for both late submission AND late payment. Let me know if you have anything you want to ask me. @HMRC - Please help us get this sorted!

Hi wlk385,
I am sorry there was an issue capturing your online tax return. As advised when you contacted HMRC this wil be referred to a speacialist team to review and update the record. Once processed it will show the original filing date so late filing penalties will not apply. Once processed if you have overpaid this will show on your account and be available for repayment. I apologise in the delay in getting your tax return processed we currently have a backlog of claims which we have deployed extra resources to deal with.
Thank you.

I have the same issue (SATR submitted but not captured) and thought I'd post in here as well, as I haven't found many people with the issue when searching but I assume there must be lots of others, given how long we're having to wait and there's a 'Capture Team'. I'm also due a refund of £1,200 (less than you wlk385 but particularly in need of it at the moment due to a very protracted house sale!). 26 Oct 2023: Submitted via online account (3.5 months before the deadline). Also notice it's the same date as you wlk385, maybe something went wrong that day! 3 Nov 2023: Contacted via chat. They said they would refer the issue and I would hear by the 31 Jan 2024 16 Jan 2024: Contacted via chat to see if there was an update. They said they would chase and also confirmed I absolutely would not be charged a late filing penalty, which is good. 8 Feb 2024: Still nothing, so contacted via chat again (and was almost told off for contacting again). Was told "Your case is being reviewed by a specialist team We currently have a backlog of claims which we have deployed extra resources to deal with While the work is ongoing to clear these cases were are unable to progress chase your claim", similar to HMRC Admin 20's comments above (though, I note the apology from you HMRC Admin 20, which makes a nice change, as I've not had any sort of apology). Why can you not give people a timeframe or some indication, e.g., the size of the backlog? I can only assume you think people would go mad. But I tell you what makes people go crazy: giving them absolutely no indication of how long they need to wait for something, where their issue is in a queue, etc. If you were more transparent with people, I think you'd receive a better reception. As lm93 says, it's a complete mess and is really demoralising. It's also a terrible reward for submitting your tax return early, which is something you encourage. You were very quick to take my money when you (incorrectly) thought I owed you though. Sigh.

Hi, same issue here, my accountant submitted my tax return in Jan, and as per their calculation I owe money but my HRMC account says I owe nothing. I called HRMC and was told my return has been "logged" but not "captured" and someone would call me back within 2 weeks: no one did. In parallel my accountant spoke with an HRMC agent who said they need to go through the tax return and enter the figures onto their system (what does that mean, they do everything manually???) and then will issue out a new tax return, which "should fix everything." That still hasn't been done and they couldn't give a deadline.... what is happening???

Hi Gabelle,
We are hear of the delay capturing your return.
This usually occurs when there's an issue with the information provided on your return, which we need to verify on our systems, or contact you to clarify.
While we can't provide an individual timescale for an update, please continue to check your personal tax account for updates, or contact us by webchat or phone here:
Self Assessment: general enquiries
Thank you. 

Hello, I would like to add them I'm in the same situation and that it's very stressful, My accountant submitted my before the end of December and received an IR Mark as proof of receipt. After a few day sit showed as submitted on my account, but then the calculation never showed and my account didn't update. I called HMRC and they just told me they hadn't received my return and blamed me and my accountant for it. They said my agent should withdraw it and resubmit as they'd not submitted it properly. They weren't interested in the IR Mark which proves receipt of the tax return for some reason. My SA was withdrawn then resubmitted on the 8th of Jan, I received an IR mark as proof of submission yet again. To this date my return does not even show that it has been submitted and still shows as LATE. I am receiving late penalty reminders and expect to move into the £10 per day fines at the end of this month. My accountant called HMRC multiple times and was told that it needed to be fixed by their internal team and they cannot say when this will be due to a huge backlog. They did say not to worry about fines, but with no timescale and with penalty notices arriving in my mail it's not a very nice experience. If I call HMRC myself they just say they've not received my SA return, yet my accountant gets a different story entirely. This is very stressful. I appealed my first fine and received a letter saying that I didn't state why I submitted my tax return late, which obviously I did. It also said they can't process my appeal as I haven't yet submitted my tax return. Absolute nonsense. HMRC will owe me around £1,800 as a tax refund as I overpaid payments on account last year. Given that it's going to take many months to even have my SA processed, I'm looking at maybe 6 months, a year before I get my tax refund? What an absolute mess. I

Hi, still no news, my account still mentions I owe nothing, my tax advisor is unable to reach out to anyone at HRMC, I am stunned by this situation. It's been 5 months!

Hi Gabelle,
We apoligise for the delay in your tax return being processed.
We currently have a back log of claims which we have deployed extra resources to deal with.
Once processed your online account will be updated. 
Thank you. 

Given I started this thread I wanted to update all that follow this thread and/or in similar circumstances: I still haven’t heard from HMRC (i.e. 7 months after submitting the return) and made an official complaint in June. I’m determined to keep escalating complaints, due to truly shocking disservice by HMRC. The final straw was my most recent attempt at obtaining any information from HMRC, ended up with online advisor telling me to “calm down”.

Hi Wlk385, I am in the same situation where I have submitted an online submission before the deadline and they said they did not receive it and upon checking they said that they have received it as an amended tax return (dated Feb 2024). I have since followed up a couple more times where they mentioned they are still waiting. My concern is that I have been receiving messages from HMRC that I am late and penalties will be occurred which makes me worried. I have checked with the online team and they said they will be waived and the message will keep coming until that's being corrected. May I ask if you are experiencing the same issue? @HMRC Admin - Can you kindly confirm the understanding is correct?

Same issue here. I submitted on time, and am owed around £1000 refund. I have spoken to HMRC on 3 occasions. First promised to escalate - didn't. Second time, I was told it had not been captured and was stuck, they would escalate - didn't. 3rd time I spoke to HMRC I was told the backlog is so large they cannot give a timeframe, and when I asked are we talking days.. months.. years? I was told no timeframe could be given. Even when I asked if it might be a decade - computer says no timeframe can be given. I've raised a formal complaint for whatever good that will do, but i'd urge others to do the same.

Hi kfoo279 foo, Luckily, at least that’s one problem HMRC have sparred me - I’m not getting any late filing notices/penalties. But otherwise they told me should I get one, it will be waived once the Self Assessment is reviewed and account settled.

Hi halogenglow2 Thanks for raising a complaint and I would also urge others to do the same. I've raised one too, as per one of the previous posts. Obviously, no response within the reasonable timeframe I had requested, so I deem the outcome of the first review not to be satisfactory and yesterday I sent another letter to HMRC asking for a ''second review'' of their ''decision''. This is so that I can then further escalate to the Adjudicator's Office (which only reviews matters previously subject to a two-step review process by the HMRC).

Hi kfoo279 foo,

When a return is recevied online and not automatically processed, this is usually due to missing, incorrect or conflicting information on the return. We need to reallocate advisors to check these returns and amend where necessary, and as such processing delays can occur.

If you would like to discuss appealing or objecting to any penalties or interest that accrue, you can contact our Self Assessment team by webchat or phone: 

Self Assessment: general enquiries

Thank you.

Hi halogenglow2,
When a return is recevied online and not automatically processed, this is usually due to missing, incorrect or conflicting information on the return. We need to reallocate advisors to check these returns and amend where necessary, and as such processing delays can occur.
If you would like to discuss appealing or objecting to any penalties or interest that accrue, you can contact us by webchat or phone here:
Self Assessment: general enquiries
Thank you. 

Hi HMRC Admin, Thank you and I have spoken to the agents through the webchat and I may have received varying responses. The general responses is that through the investigation my submission was received as an amended instead of original submission and they will get someone to update that in the records. They also added that the any penalties will be waived off. However, as I am still waiting for a response, I have been receiving ongoing messages that I have not submitted and more penalties will be charged against me which I am not comfortable. I am hoping to check with you that the conversations that I have saved with the agents on the webchat will be official records when someone gets around to look at my case. I have multiple conversations on the webchat that I have recorded in this case. Thank you

Hi kfoo279 foo,
Notes are made of any webchat, telephony or post contact we receive from you, and these notes include what has been discussed with you, and what information you received from us.
We are also able to access any webchat conversations you have with us if necessary.
If you require confirmation of any notes made, contact us by webchat or phone via Self Assessment: general enquiries
Thank you.