New online 明言する／公表する 年金 最高の，を越す-ups service is 未解決の: 上げる staff ahead of 急ぐ, 政府 is 警告するd
- 政府 needs to be ready to を取り引きする new 殺到する, says Steve Webb
- We 旗 an £11,500 支払い（額） that 消えるd for nine months, 加える other new 事例／患者s
- 直面するing a 最高の，を越す-up 延期する? Email your MP and pensionquestions@thisismoney.co.uk
Kate Phillips: 手渡すd over £11,500 and nine months later was still waiting for 明言する／公表する 年金 最高の，を越す-ups to be 過程d
失望させるd savers are continuing to complain of 明言する／公表する 年金 最高の，を越す-ups 大混乱 as the 政府 readies a new online service for 開始する，打ち上げる by 早期に April.
The Department for Work and 年金 and HMRC must put enough staff in place to make sure the whole system does not '落ちる over' under a new 殺到する of 最高の，を越す-up 購入（する）s, 警告するs former 年金s 大臣 Steve Webb.
自由主義の 民主党員 spokesperson Wendy Chamberlain MP says she welcomes the new online system but it is no 解答 to 現在の 延期するs, and 'little 慰安 to pensioners out of pocket now'.
Kate Phillips, pictured 権利, paid nearly £11,500 for 明言する／公表する 年金 最高の，を越す-ups last April which 消えるd into the system, and told us: 'I'm at a loss as to how to proceed.
'A fter so long with no 接触する I am at the point of thinking where is the money? Has it gone into a 黒人／ボイコット 穴を開ける and I will never be able to 証明する I paid it?'
Another This is Money reader paid £3,250 last March, and was refunded £770 in July, but was still waiting for the 残り／休憩（する） of her 最高の，を越す-ups to be 過程d nearly a year later.
'I am 涙／ほころびing my hair out and don't know who to call now or which telephone number,' she told us.?
'I started receiving my 明言する／公表する 年金 in 2020 but the 量 has not 増加するd after my 国家の 保険 voluntary 支払い（額）.'
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Despairing savers continue to 接触する us with stories of 行政の 騒動 in the 最高の，を越す-ups system, with jammed or dead phonelines and staff unable to help when they do get through.
An unknown 量 of people's 最高の，を越す-ups cash is sitting unallocated in 政府 coffers.
In 返答 to our 最新の 事例／患者s, DWP and HMRC, which run the system between them, say hundreds of thousands of people have 接触するd it about 最高の，を越す-ups over the past year and the 広大な 大多数 of 支払い（額）s resulted in 記録，記録的な／記録するs 存在 updated within days.
'コンビナート／複合体 事例／患者s 要求するing specialist caseworkers, 含むing international 使用／適用s, can take longer to 解決する - but we’re making good 進歩 on 減ずるing wait times.
'A new online service to 許す most people to see if maki ng voluntary 出資／貢献s would 増加する their 明言する／公表する 年金, and then make those 支払い（額）s, is 推定する／予想するd to be ready later this 財政上の year.
'An online 使用／適用 過程 for 確かな groups 適用するing to 支払う／賃金 for periods spent living or working abroad was introduced on 31 January.'
The 政府 追加するs that it has extra staff answering phone calls and 取引，協定ing with correspondence on voluntary 出資／貢献s.
We explain more about the new online service and what people whose 最高の，を越す-up 支払い（額）s are still stuck in the system can do below.
This is Money is 勧めるing savers to complain to their MPs, both to get individual 延期するs sorted out and to 旗 the problems more 広範囲にわたって at Westminster.
> Scroll 負かす／撃墜する for former 政治家，政治屋 Steve Webb's tips on getting YOUR messages noticed and 行為／法令／行動するd on by your MP
How will new online 最高の，を越す-ups service work?
Buying 最高の，を越す-ups can give a generous 上げる to 退職 income if you buy the 訂正する years on your 記録，記録的な／記録する.
Most people should be able to use a new online service, which HMRC and DWP 目的（とする） to introduce before the end of the 財政上の year on 5 April, once 開発 and 実験（する）ing are 首尾よく 完全にするd.
At the end of January, a 数字表示式の 使用／適用 過程 for 最高の，を越す-ups covering periods spent living or working abroad was 開始する，打ち上げるd, meaning people no longer have to 地位，任命する a CF83 form.
The 政府 says it is working to help more people get 接近 to online services while keeping their （警察などへの）密告，告訴（状） 安全な・保証する.
People living overseas can 立証する their 身元 using the?GOV.UK ID Check app to 接近 services.
Buying 最高の，を越す-ups is 推定する／予想するd to be simpler and easier once the new service is fully up and running, but it is 不明瞭な if the その後の updating of 国家の 保険 記録，記録的な／記録するs and 明言する／公表する 年金 支払い（額）s that is needed will also be 簡素化するd.
The 過程 現在／一般に 伴う／関わるs 接触するing the DWP, which checks and tells you which years are 価値（がある） topping up; 得るing a 言及／関連 number from HMRC before making a 購入（する）; HMRC taking the 支払い（額） for extra 出資／貢献s and then updating 国家の 保険 記録，記録的な／記録するs; then the DWP recalculating 明言する／公表する 年金 予測（する）s or 支払い（額）s.
The system was 圧倒するd 早期に last year when a 急ぐ of 買い手s jammed phonelines ahead of a crunch 最終期限 - 最終的に 軍隊ing the 政府 to 延長する it twice, now to April 2025.
Although the 政府 主張するs the 広大な 大多数 of 支払い（額）s are 過程d within days, many readers have complained to us of long 延期するs.
This 含むs 事例／患者s where 支払い（額）s were made by bank 移転 and appear straightforward, although people who live overseas, have deferred their 明言する／公表する 年金 or for some 推論する／理由 要求する refunds are most likely to get stuck in the system.
Readers tell us that even after waiting months or even a year, they receive little to no （警察などへの）密告，告訴（状） from DWP and HMRC staff if they get through on the phone, and they don't know if 支払い（額）s are just in a 列 or lost because they receive no 領収書 or 承認 of 購入（する）.
Steve Webb, who is now a partner at LCP and This is Money's 年金 columnist, has 公式文書，認めるd that 事例／患者s we cover 明らかにする／漏らす 延期するs both with HMRC crediting 出資／貢献s to accounts and DWP then updating 明言する／公表する 年金 記録，記録的な／記録するs.
'Whilst a move to a 数字表示式の online service could 簡素化する the 過程, the 政府 needs to make sure that it has the capacity to を取り引きする a 可能性のある 殺到する in 最高の，を越す-ups.
'There is a 危険 that if the 約束d 数字表示式の service goes ahead it could create a fresh wave of 出資／貢献s 主要な to new 延期するs.
'It is 決定的な that HMRC and DWP 計画（する） ahead and put enough staff in place to make sure that the whole system does not 落ちる over as a result.'
自由主義の 民主党員 Work and 年金s spokesperson, Wendy Chamberlain, says of our 最新の 事例／患者s of 最高の，を越す-up problems: 'It is （疑いを）晴らす to anyone that these DWP 延期するs are 完全に 決まりきった仕事 and not コンビナート／複合体 as 示唆するd by the 政府. I raised this with the 年金s 大臣 in a 会合 just last week.'
She 追加するs: 'I welcome this new online system but this is no 解答. Given the year on year 延期するs to the 年金s dashboard, it is little 慰安 to pensioners out of pocket now; whilst others may not want or be able to use a 数字表示式の 壇・綱領・公約.
'What pensioners need is 基金ing for 適切に trained staff now. For proper advice to be given, phones answered, and their money kept 安全な. This is the 約束 sadly 行方不明の from the 政府.'
Chamberlain has 圧力（をかける）d the 財務省 for 詳細（に述べる）s of 最高の，を越す-up staffing levels at HMRC 経由で a 議会の question, and was told 200 extra staff were taken on last April to 扱う calls and letters.
That was at the 高さ of the 最高の，を越す-ups 急ぐ, between the first and the second 告示s that the 最終期限 would be 押し進めるd 支援する.
However, in its 返答 to Chamberlain the 財務省 追加するd that it 推定する／予想するd the online service to result in a 削減 in '操作の 資源', though it did not について言及する when 削減（する）s would happen.
Former 年金s 大臣 Ros Altmann, a longtime 年金s 選挙運動者 who now sits in the House of Lords, says: 'I do sympathise with all those who have paid extra 出資／貢献s and can’t then find out what has happened to them.
'It seems that both HMRC and DWP are 説 they know some 事例／患者s will take longer, and once This is Money 介入するs they 行為／法令／行動する to find out and identify the answers, but in the 合間 many people can’t seem to get through.
'The whole area is very 複雑にするd and it seems one of the big problems is that people can’t find out any （警察などへの）密告，告訴（状） at all, for necessary 安心.
'I believe that DWP is prioritising 支払い（額）s for those closest to 年金 age and living in the UK, with those living overseas taking longer and younger people who will not receive 年金s soon having to wait longer too.
'Of course, ideally one would want everyone to be dealt with straight away, but the 複雑さ and numbers of 使用／適用s make that impossible.'
'I am 涙／ほころびing my hair out and don't know who to call now'
Fiona Moore (指名する changed) paid £3,250 for 明言する／公表する 年金 最高の，を越す-ups in March last year, but a letter to chase this up got no 返答 and phone calls rung out then she got 削減（する） off.
The 69-year-old says she was wrongly 知らせるd in the first place by DWP about which years to 最高の，を越す up, and this resulted in a £772 refund last summer but no 活動／戦闘 on the 残り／休憩（する） of her 支払い（額）.
Ms Moore, a retired communications and marketing 経営者／支配人 who lives in North Yorkshire, did get through to HMRC last November, and recounts: 'They said they had done their part in 配分するing money, it was now 負かす／撃墜する to [DWP's] 未来 年金s Centre to 答える／応じる.
'I am 涙／ほころびing my hair out and don't know who to call now or which telephone number. I started receiving my 明言する／公表する 年金 in 2020 but the 量 has not 増加するd after my NI voluntary 支払い（額）.
'I have spent hours on the phone trying to find someone who can answer my questions.'
She 追加するs: 'It's the 失望／欲求不満. It should be simple.'
After This is Money raised her 事例／患者, Ms Moore received arrears of £850 and her 明言する／公表する 年金 was 増加するd from £169 to £186 a week.
'Will I be able to 証明する I 手渡すd over £11,500?'
Expat Kate Phillips bought 最高の，を越す-ups 価値（がある） £11,500 in April last year, and the money left her account almost straight away
The college lecturer in human biology, who lives in the US, 接触するd us in January to say: 'In the 280 days since, I've had Covid, been vaccinated against Covid five times, had a new grandchild, caught Covid again, started and finished a major house 革新 and joyfully, seen my 予報するd 週刊誌 明言する／公表する 年金 増加する nicely に引き続いて the voluntary 支払い（額） I made.
'No, wait, that last part hasn't happened.'
Ms Phillips says she tried （犯罪の）一味ing two 明言する／公表する 年金 helplines for people overseas and 設立する one was dead and one had a message on it 説 it was no longer operating.
'The 政府 has had my money for more than nine months, communicated with me 無 times, の近くにd 負かす／撃墜する their telephone line for queries and made no 調整s to my 予報するd 明言する／公表する 年金. I'm at a loss as to how to proceed,' she told us.
Ms Phillips 追加するs: 'I wasn't worried to start with. They had 押し進めるd the 最終期限s 支援する. But after so long with no 接触する I am at the point of thinking where is the money? Has it gone into a 黒人／ボイコット 穴を開ける and I will never be able to 証明する I paid it?'
After we 介入するd, HMRC 過程d her 支払い（額） and DWP updated her 明言する／公表する 年金 予測（する）.
'If I ran a 商売／仕事 this way I would be 破産者／倒産した'
Robert Granicz paid £4,100 for 明言する／公表する 年金 最高の，を越す-ups in February 2023, and this sum will be refunded in 十分な after we flagged his 事例／患者.
After sitting on his money for one year, the 政府 told us Mr Granicz was not 適格の to 上げる his 明言する／公表する 年金 in the years he paid for because he did not move to the UK until 2011.
The 政府 did not 知らせる the 69-year-old company 経営者／支配人, who is a British 国民 and lives in Northamptonshire, about this 支配する when he first asked if it was 価値（がある） him buying 最高の，を越す-ups, nor after his 支払い（額） にもかかわらず his repeated letters to the DWP and a （民事の）告訴 to his MP.
After his MP got 伴う／関わるd, Mr Granicz received a £75 'consolatory' 支払い（額） from DWP because it had failed to reply to his letters. 一方／合間, HMRC sent his MP two messages 確認するing 領収書 of his enquiries but 供給するing no その上の （警察などへの）密告，告訴（状）.
Nobody got to the 底（に届く） of why Mr Granicz's large?最高の，を越す-up 支払い（額） would not be 過程d until This is Money asked for an 調査.
When Mr Granicz 最初 接触するd us about his fruitless 成果／努力s to 跡をつける 負かす／撃墜する his 行方不明の money, he told us he felt the 政府 was wasting both his time and that of his MP.
'There is no explanation. There is no answer. If I ran a 商売／仕事 this way I would be 破産者／倒産した.'
'I think my money is lost in the system'
Emon ツバメ: Paid £440 for 明言する／公表する 年金 最高の，を越す-ups last March then heard nothing more.
Emon ツバメ, 62, paid £440 for 明言する／公表する 年金 最高の，を越す-ups last March then heard nothing more.
Before making the 購入（する） he spoke to a DWP staff member, who 確認するd the 量 would 増加する his 明言する／公表する 年金 and told him it would take two or three months to 過程.
However, he checked his 明言する／公表する 年金 予測（する） every few weeks and it was not updated.
The former bank 経営者／支配人 who lives in Hertfordshire 恐れるd his money was lost in the system.
But when we raised his 事例／患者, the 政府 設立する and 過程d Mr ツバメ's 最高の，を越す-ups.
'I'm at my wits' end. We have no idea what is going on'
This is Money is still trying to help readers whose 事例／患者s were featured in previous stories to get their 明言する／公表する 年金 最高の，を越す ups sorted out.
James Andrews (指名する changed) sent a cheque for nearly £6,400 last April which was cashed すぐに but he heard nothing more.
Mr Andrews, 66, a ma nagement 顧問 who lives in London, had his 最高の，を越す-ups 支払い（額）s 過程d after we raised his 事例／患者 and he received an 陳謝 for any inconvenience from HMRC.
He got a 上げる in his 明言する／公表する 年金 from nearly £163 to £197 a week and arrears of just over £485.
But there was a 新たな展開 in the tale, because Mr Andrews was 知らせるd by an HMRC staff member over the Christmas period that he had overpaid for 最高の，を越す-ups and should request a £3,600 refund. However, he could still 増加する his 明言する／公表する 年金 by 支払う／賃金ing for one extra year.
Mr Andrews took both 活動／戦闘s on 2 January.
His wife Angela says: 'It won't surprise you to learn that our cheque was cashed すぐに afterwards but we have not received the refund or any correspondence explaining the uplift in 年金 we've paid for.
'I'm at my wits' end. They keep taking our money. They fail to correspond. We have no idea what is going on. Their inefficiency and 欠如（する） of transparency is a 不名誉.'
This is Money has asked HMRC and DWP to 調査／捜査する this 事例／患者 again, along with 未解決の 問題／発行するs experienced by Pauline Kirk who featured in?our last 最高の，を越す-ups story.
