HM Revenue and Customs has provided new clarification regarding potential delays in processing tax refund payments to customers, following a specific inquiry from a taxpayer awaiting owed funds.
Customer Query Highlights Processing Discrepancies
The issue emerged when an individual contacted HMRC through social media, explaining they had submitted their tax return on April 8 while a friend filed on April 10. Both expected refunds, but while the friend received payment promptly, their own refund remained outstanding.
The customer asked HMRC directly: "My status is still showing as 'not yet used'. Is it possible to get my refund processed manually please?"
HMRC's Initial Response and Contact Information
HMRC initially advised the taxpayer to phone their helpline for resolution, stating: "Please contact this helpline, though we may be making extra checks on the repayment which can take longer."
The authority directed them to the general enquiries contact page for self assessment matters. The telephone number provided is 0300 200 3310, with operating hours Monday to Friday from 8am to 8pm and Saturdays from 8am to 4pm.
Conflicting Information and Status Confusion
The customer noted conflicting information between different HMRC platforms. While the HMRC app indicated they should expect a response by April 22, the government website tool suggested a reply date of May 19, 2026.
They queried this discrepancy: "Now the link you have sent me says to expect a reply on 19/05/2026. Can I ask why the status is still stating 'not yet used' please? I have requested the refund twice and now it's saying you can request it again."
Understanding HMRC Status Terminology
HMRC clarified that the "not yet used" status indicates something has blocked the refund, causing it to return to available status. The department explained: "That indicates that something has blocked the refund, so it's going back to available. You need to call the line so an adviser can check what that is."
Extended Wait Times and Security Procedures
The customer reported a frustrating telephone experience, stating: "After waiting on hold for 57 minutes, the lady said simply that it is undergoing security checks and that could take 12 weeks or longer and she cannot tell me any more than that."
They added context from previous experience: "Last year I had the same problem but the status was 'pending' rather than 'not yet used'."
HMRC's Detailed Explanation of Processing Variations
HMRC provided further explanation about their system's operation: "Both can happen. Just that sometimes 'not yet used' indicates it might be a simple issue such as wrong address."
The tax authority emphasized that security checks represent a significant factor in processing delays, with some cases requiring extended verification periods that can span multiple weeks.
Tools and Resources for Taxpayers
For individuals believing they're entitled to tax rebates, HMRC maintains a dedicated tool on the Government website to guide them through the reclaim process. This resource helps taxpayers navigate the sometimes complex procedures involved in securing refunds.
The contact page also features a response expectation checker that provides estimated timelines for HMRC replies, though as demonstrated in this case, actual processing times may vary significantly based on individual circumstances and security requirements.
