Frustration is mounting across Canada as taxpayers report months-long delays in accessing tax refunds and government benefits, with many blaming the Canada Revenue Agency’s (CRA) unresponsive phone lines and locked-out online accounts for the crisis.
Chris Ellis, one of dozens who reached out to CTV News, said he’s been waiting four months for his tax refund. The issue began when RBC’s acquisition of HSBC altered his direct deposit details, triggering a security alert that locked him out of his CRA account. After countless failed calls, unhelpful automated messages, and repeated document submissions through CRA’s portal, Ellis remains stuck in limbo.
Others are echoing similar experiences. Eric Enright says he’s called CRA over a dozen times without ever reaching a live agent, describing the lack of a call-hold option as “ridiculous.” Paul Medhurst, whose return was filed in April, says the delay is putting his disability benefits on hold and causing him sleepless nights due to financial anxiety. Parents like Sarah Kienitz are still waiting to receive their Canada Child Benefit payments, despite being approved.
These mounting complaints come as the federal government pushes departments to find internal cost savings ahead of the fall budget. With the CRA reportedly among those identifying areas for cuts, union officials are warning that further reductions could hit call centres especially hard, exacerbating existing service issues.
Service gaps at the CRA are not new. A 2017 Auditor General report criticized the agency for blocking over half of incoming calls due to volume, and a 2023 taxpayers’ ombudsperson review found the CRA lacked proactive communication during account lockouts affecting thousands.
In response, CRA spokesperson Charles Drouin said the agency is urging Canadians to use digital tools like CRA My Account and the AI chatbot to resolve issues without agent assistance. While the agency acknowledges the delays and caller frustration, Drouin noted ongoing efforts to expand self-service options and improve authorization protocols.
Still, for many Canadians, the inability to get help when needed is leaving them financially vulnerable and emotionally drained, with calls growing louder for faster, more reliable CRA support.
