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Posted Sat, 13 Jan 2024 09:50:19 GMT by wlk385
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???
Posted Mon, 15 Jan 2024 21:54:34 GMT by wlk385
Can anyone at HMRC here respond, please? This is getting beyond frustrating.
Posted Wed, 17 Jan 2024 08:28:38 GMT by
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!
Posted Thu, 25 Jan 2024 09:20:57 GMT by HMRC Admin 20
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.
Posted Thu, 08 Feb 2024 15:52:31 GMT by
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.
Posted Sun, 17 Mar 2024 14:55:06 GMT by Gabelle
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???
Posted Fri, 22 Mar 2024 06:43:26 GMT by HMRC Admin 25
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. 
Posted Thu, 11 Apr 2024 06:35:07 GMT by Paul Willis
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

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