Canadians voice frustrations with CRA over delays accessing benefits, refunds

Canadians complain about CRA delays in accessing benefits, tax refunds

The Canada Revenue Agency (CRA) headquarters is seen in Ottawa on June 28, 2024. Photo: Sean Kilicpatrick/Press Canada

Chris Ellis has been trying to get his tax refund for four months.
He is just one of dozens of Canadians who have told CTV News that long wait times and other challenges with the Canada Revenue Agency (CRA) have prevented them from accessing some benefits.

Some people have complained about their accounts being locked for long periods of time, while others have been stuck on an automated phone system that keeps them on an endless loop and prevents them from reaching a real agent.

After a CTV News article encouraged people to share their experiences with the CRA, many people said they had been waiting months for their problems to be resolved.

Ellis says that after HSBC was acquired by RBC, his direct deposit information was changed, causing the CRA to issue a security alert and lock his account. But he didn’t find out until more than a month after he filed his tax return.

“I called the CRA and after listening to useless messages, I realized I was stuck in a cycle: There was no way to reach a real representative,” he wrote.

“This went on for about three weeks. Each time I called, I would listen to six minutes of irrelevant messages and finally be told that no representative was available.”

Ellis had to submit his identification documents through the portal several times, but he still hasn’t received his tax refund.

He says CRA employees are very professional and helpful when they are available, but the main problem is with online and phone services.

Delays have caused extreme stress

Eric Enright also wrote in an email to CTV News: “I haven’t been able to speak to a human at the CRA in weeks. I’ve called about 10 to 15 times, but every time they say all the agents are busy and the call goes to an automated system that doesn’t help.”

“I don’t care if I have to wait hours, but it’s really frustrating that there’s not even an option to wait,” he said.

Paul Medhurst said he filed his tax return in mid-April, but it still hasn’t been processed.

“This CRA action has caused me extreme stress and sleeplessness. I’m worried I’m going to run out of money and have my income frozen,” he said.

Medhurst explained that the delay has prevented him from accessing his monthly disability benefits.

Sarah Kinitz wrote that it took months for her to receive the Canada Child Benefit (CCB), even though she had already been approved.
“I called the CRA three times to find out what was causing the delay, but each time I was met with a message saying ‘all agents are busy’ and there was no option to wait or an alternative method of contact, other than a chatbot that eventually said you should call an agent with questions.”

“It’s very frustrating that if I’m late filing my taxes, I’m penalized, but the CRA can take up to four months without even telling me how much I’m owed,” Kinitz added.

Some have also complained that the CRA’s delays in communication and processing have hindered the distribution of inheritances, especially for those responsible for executors of wills.

Government spending cuts

Prime Minister Mark Carney has promised billions in new spending but has also promised to balance the operating budget. According to the Parliamentary Budget Office, this will likely mean serious cuts to the size of the federal public service.

CTV News has confirmed that all departments have been asked to outline their internal savings by the end of August ahead of the fall budget.

The Globe and Mail reported that the CRA is among the agencies reviewing how to make these cuts. The CRA’s union has warned that the cuts could hit its call centres the hardest.

Complaints about CRA wait times are nothing new.

A 2017 report by the Auditor General found that the CRA had very limited access to its phone service and was blocking more than half of calls due to an inability to answer.

A 2023 report by the Tax Inspectorate also found that the CRA had not provided adequate notice when thousands of accounts were locked out, and that its approach was reactive rather than proactive.

CRA Response

CRA spokesperson Charles Derwin said in an emailed statement that the agency is urging people to use self-service tools like the CRA Account and AI-powered chatbots before calling, as about a quarter of reported issues can be resolved without the need for an agent.

“We apologize for the inconvenience and are actively working to continuously improve our phone and digital services,” he wrote. “By expanding our self-service options, we aim to help citizens more quickly, securely and without the need for direct contact.”

Derwin added that the CRA understands that wait times can be frustrating and is committed to providing fast, high-quality service.

“At times, the demand for phone support exceeds our capacity, and as a result, some callers are directed to automated services,” he said.

According to a press release this week, the CRA is working to streamline some processes, including changing the requirements for verifying the identity of client representatives.

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