This site uses cookies. By continuing to browse the site you are agreeing to our use of cookies. To find out more about cookies on this website and how to delete cookies, see our Cookie Policy.
Analytics

Tools which collect anonymous data to enable us to see how visitors use our site and how it performs. We use this to improve our products, services and user experience.

Essential

Tools that enable essential services and functionality, including identity verification, service continuity and site security.

Where Taxpayers and Advisers Meet

HMRC telephone recorded messages

etf
Posts:774
Joined:Mon Nov 02, 2009 5:25 pm
HMRC telephone recorded messages

Postby etf » Wed Dec 02, 2020 4:15 pm

I had a particularly bad day attempting to contact HMRC on a number of occasions on Monday, and was unable to use Taxationweb as my usual volcano outlet as this forum also seemed to be malfunctioning.

Here is a quick suggested quick win for HMRC if it will listen-unlikely in my experience.

If HMRC is unable to answer the telephone because staff are too busy, can I suggest the caller is advised of this at the start of the call and not after the playing of a recorded message that takes between 2-3 minutes to finish before being told to ring back later. I had three of these experiences on my first attempt to contact HMRC, followed by a 30 minute wait on the successful 4th call only to receive duff information (a suggestion to call another number that I knew was claptrap) Joey Essex could have improved my experience with no technical training....hopefully I have made my point with that low base (I was raised in Essex).

etf
Posts:774
Joined:Mon Nov 02, 2009 5:25 pm

Re: HMRC telephone recorded messages

Postby etf » Thu Dec 10, 2020 4:08 pm

Whilst I get it is a problematic time for all businesses to operate, my attempts to call HMRC are not going well. I've had two recorded messages with the "we are too busy to take your call" script.

On the 3rd attempt I got through, but 35 minutes have elapsed and I'm still waiting to speak with a human.

etf
Posts:774
Joined:Mon Nov 02, 2009 5:25 pm

Re: HMRC telephone recorded messages

Postby etf » Thu Dec 10, 2020 4:20 pm

To finish the call story, HMRC answered shortly after 35 mins, another 15 mins later I was told the team were not available. Expect a call back within 3 days.

etf
Posts:774
Joined:Mon Nov 02, 2009 5:25 pm

Re: HMRC telephone recorded messages

Postby etf » Thu Jan 07, 2021 6:48 pm

This story is still unfortunately ongoing:

I was called back by HMRC and provided with the telephone number of HMRC's specialist team. Since 10 December I have left 6 messages on an individual's answer machine none of which have received the requested call back (he never picks the phone up). Today, my first two calls to the regular agent helpline received the "we are too busy call back later" message. I finally got through late on today and after a 45 minute wait got to speak to someone who promptly cut me off. Whilst I know we are in living in exceptional circumstances the level of HMRC customer experience for me is -111/10.

How many hearts attacks in a year do this department trigger?

etf
Posts:774
Joined:Mon Nov 02, 2009 5:25 pm

Re: HMRC telephone recorded messages

Postby etf » Fri Jan 08, 2021 9:34 am

Through in less than 10 minutes this morning and told I'd be put through to a manager =cut off again.

-125/10 experience now.

etf
Posts:774
Joined:Mon Nov 02, 2009 5:25 pm

Re: HMRC telephone recorded messages

Postby etf » Fri Jan 08, 2021 9:50 am

Through on 2nd attempt again within 10 minutes. Very polite lady who took details and will refer to a manager for a call back.

Clawed back to -120/10 experience.

etf
Posts:774
Joined:Mon Nov 02, 2009 5:25 pm

Re: HMRC telephone recorded messages

Postby etf » Wed Jan 13, 2021 10:00 am

This has drifted out to a -150/10 experience as no one has called back from HMRC following my call last Friday.

In the words of Basil (nearly) "my god you are awful".

etf
Posts:774
Joined:Mon Nov 02, 2009 5:25 pm

Re: HMRC telephone recorded messages

Postby etf » Wed Jan 13, 2021 10:28 am

Through first time and spoke with a lovely lady called Caroline who was working from home. She tried to contact the complaints team, but was unable to get through as she is too junior. Her immediate boss was not online so I once again hit HMRC's brick wall. Instead I gave my name and number and will await developments with fingers crossed. Another 30 mins of my life gone forever.

etf
Posts:774
Joined:Mon Nov 02, 2009 5:25 pm

Re: HMRC telephone recorded messages

Postby etf » Mon Jan 18, 2021 11:42 am

There used to be a series of jokes about the number of men required to change a light bulb which would sit quite neatly with my current experiences with HMRC.

I've been trying to speak with someone at HMRC since 10 December, but despite telephone call attempts well into the 20s and initiating two complaint procedures (pointing out six recorded messages on the telephone number HMRC provided have been ignored), still no one from HMRC has called me back. This is up there with the tax district who lost three copies of the same letter (the 3rd sent by recorded mail) only for the 1st copy to turn up when I self combusted. I'm on anti-self combustion pills now so am reluctant to resort to that tactic, but for goodness sake will someone from the numerous people I've spoken to please do the job you are paid to do and call me back with an update.

PS Jim Harra...I believe you are in charge.

etf
Posts:774
Joined:Mon Nov 02, 2009 5:25 pm

Re: HMRC telephone recorded messages

Postby etf » Mon Jan 18, 2021 11:45 am

PPS Goodness wasn't my first choice word.


Return to “HMRC Administration, Practices & Methods”