HMRC-is it time to call the Army in?

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40 minute average wait time message on the agent dedicated line today and a whole host of unwanted recorded messages. Be warned they'll be selling popcorn and ice cream tubs before long to recoup Sir Jim's massive overspend on MTD4IT.

I can't remember waiting much more than 10 minutes for a telephone to be answered back in 1984. Why are HMRC service standards so much poorer 40 years later? It is like telling me it is okay for Bryson DeChambeau to hit his driver 75 yards to Lee Trevino's 300 yards (i.e 1/4 as effective).

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-'An adviser will answer your call as soon as possible'

-'Your call is important to us please continue to hold'

Absolute guff and balony from HMRC!

I've waited 40 minutes and no reply (another part of my day written off...Sir Jim's Harvey Smith salute to Jeremy Hunt for telling him to keep the telephones open).

I'm off to see whether I can hit a golf ball further than Bryson in Jim Harra 2024 mode.

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Back on HMRC's case this morning....recorded message starts with "sorry" and informs you the average wait time yesterday was 50 minutes.....Sir Jim not even trying to provide a service....this means Bryson only needs to hit the golf ball 60 yards to match HMRC's non-stretching performance using 1984 as a comparison.

Bullet points for Sir Jim:

-The service you are providing is shocking and people need to ring you up because they have to remedy what you and your staff should be doing.
- Average 50 minute wait times are unacceptable.
- I speak much faster than I type so don't fob me off with your preferred alternative.

How Jeremy Hunt has not sacked you is the 8th wonder of the world.

PS knocked it round in level par last night which is as likely as HMRC answering the phone in 3 rings.

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My mission is to shame Sir Jim (or his replacement..if Jeremy can grow a pair) into providing sufficient telephone operators at HMRC to meet 'customer' demand within a reasonable timescale (answer the phone within say 10 mins...it was within 3 rings when I started work back in 1984 so still an unstretching goal).

Ed Balls said this morning, the one thing he learnt in politics was if the leader wasn't interested nothing would change. Well unacceptable telephone wait times have been part and parcel of Sir Jim's reign.

Quentin Letts indicated the Tories are hurtling into oblivion and so even if Jeremy sits on his hands there is hope that Labour will have an enormous HMRC reshuffle at the top within the next 12 months (a manifesto pledge that I suspect would go down very well with the public).

HMRC's recorded message this morning indicated an average 50 minute wait time yesterday. Sir Jim clearly didn't read the bullet points.

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Terrible customer service continues:

HMRC's recorded message this morning indicated an average 40 minute wait time yesterday.

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HMRC not answering phones, 3rd day and cannot get through to speak on their help line


https://community.hmrc.gov.uk/customerforums/sa/1f2a6d1f-fcc6-ec11-bea1-00155d9c8317?msCorrelationId=ff36ab54-5d5b-47fa-bc42-2d19b9f986b7&instanceId=f9b40ae4b4ae41a96abe95094c273645c386d1a0ba45880f13d7843839a7cfa0&tenantId=ac52f73c-fd1a-4a9a-8e7a-4a248f3139e1&portalId=e1cfc2ea-2de6-4c96-8e99-76600a349358&orgId=13212d7e-6a5d-4598-95ba-4a07545dbb67&environmentId=302efd07-28d9-4d2d-b558-96167951ad6a&portalApp=site-e1cfc2ea-2de6-4c96-8e99-76600a349358-UKw&portalType=Community%20Forums&portalProductionOrTrialType=Production&licenseType=Dynamics365&portalVersion=9.6.1.26&islandId=101&portalDomain=https%3A%2F%2Fcommunity-origin.hmrc.gov.uk&page=7

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My thanks to Jessica an HMRC online chat agent for just leaving our chat midflow:

I opened up confirming documents for a client had been submitted.....and a bit later she tells me I hadn't told her I was an agent.....I point out I clearly indicated this was for a client in my opening message.

She then asks me for client address which had already been provided. Again I ask her to review the thread at which point she leaves the chat.

Is this really the way forward Sir Jim?

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Posted 2 months ago by

I'm experiencing the same problem of not being able to get through. Been trying for a while. And the link previously provided isn't helpful as my account says "You cannot set up a Self Assessment payment plan online." I'm not sure how HMRC are still experiencing such unmanageably "high call volumes" given it's more than a week past the deadline. Presumably this happens every year? How many times am I going to have to try calling? I work and don't have the time to sit on hold for several hours a day. I assume you will be charging me interest/penalties for every day I'm unable to get through? Seems like some perverse incentives have been set up here.

Posted 2 months ago by Mikeadv

HMRC not answering phones, for the 5th day in a row, and I cannot get through to speak on their helpline!

Posted 2 months ago by gabrielaesta1111

I have been fined £100 for a late Self Assessment despite de-registering a Self Employed last year and calling you to check I didn’t owe anything, as I was still receiving emails and messages chasing me. I was told explicitly that I did not need to submit a tax return. I have now been told I have been charged £100 and £10 daily. I have tried calling almost every day, I just get hung up on. Try and speak to someone on online chat, I just get shut down. The instructions to appeal are incredibly confusing and I don’t want to appeal, I was told I did not need to submit a self assessment so it just needs to be cancelled. I am not paying these daily charges when you make it literally impossible to contact you. Absolute farce.

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Why don't HMRC answer their phones
Posted 26 days ago by Amanda Harrison

I am using this forum in desperation to address a concerning issue regarding the recent letters I have received for late payment fines on my tax returns for both this year and the previous one. Upon receiving these notices, I was astonished, as I have clear evidence demonstrating that I submitted both returns and made timely payments.


I have made numerous attempts to rectify this matter by contacting your department via phone calls, only to face extensive wait times of up to three hours each time. Despite my persistence in calling every week and even sending a letter outlining my situation, I have been unable to connect with a representative to resolve this issue.

I want to emphasize that I take my tax obligations seriously and have always ensured timely submission and payment. Enclosed with this letter, I have included copies of the receipts and confirmation emails documenting the submission and payment of both tax returns. These documents should serve as proof that the fines imposed on me are indeed a mistake.

I kindly request your prompt attention to this matter and urge you to review my case thoroughly. It is essential that this issue be resolved promptly to avoid any further inconvenience or financial burden on my part.

Should you require any further information or documentation from my end, please do not hesitate to contact me at the provided contact information. I appreciate your prompt assistance in resolving this matter and look forward to receiving confirmation of the correction.


Posted 15 days ago by HMRC Admin 5

Hi

I'm sorry to hear of the issues you've experienced, and the concern caused.

If you have confirmation that you've submitted the returns correctly, but we've written to you to confirm that we haven't received them, there could be a technical issue receiving your returns on our systems.

Please contact our Online Services Helpdesk on 0300 200 3600 . When we've resolved this issue for you, please contact our Self Assessment team by webchat or post via Self Assessment: general enquiries for more advice on any penalties present.



Thank you

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Does anyone actually answer the phones and resolve complaints?
Posted 9 months ago by

I have been trying to get a NI issue resolved all year now, and have tried many many times to call. Nobody ever answers the phone, and more often than not the telephone systems hangup the call before I get to speak to anyone.
I have raised an online complaint, and (since January) 4 chase up complaints. The original complaint remains unresolved and the other follow ups have all been marked "completed" but with no action taken.
Nobody from HMRC has called me. Nobody has emailed me. They are all ignoring my letters and calls.
If I did this, I would receive a large fine, so why does HMRC think it appropriate to treat us in this way?
Anyone else have a similar experience, or has anyone actually been able to get through?

Posted 9 months ago by HMRC Admin 8

Hi,

Unfortunately we cannot resolve your specific complaint via this Forum.

We are sorry that you are having so much difficulty trying to speak to one of our NI Helpline advisers.

It has been an extremely busy period on NI for the last few months. The lines are beginning to ease now and the best times to ring are between 8am -10am – Monday to Friday, although we are open until 6pm.

Please continue to contact NI Helpline on 0300 200 3500.

We have recently taken on more Complaints Handlers and have a new system for recording and managing Complaints.

We are working hard to clear the backlog of Complaints.

We are sorry that I cannot be more specific for your complaints via this Forum.

Thank you.


Posted 9 months ago by

I had never intended for you to respond to my query here. I am simply pointing out to anyone who listens, either within hmrc or without, just how broken your service is right now. It isn't just the last few months, it is this entire year to date. Its way overdue that Government departments such as this SORT THEMSELVES OUT. The pandemic is over. You no longer have an excuse for such poor service, yet here we are. I'm complaining and you're making excuses.
As it turns out, my call was eventually answered. The agent i spoke to had no idea why my complaint, dated back in February, had been ignored. He did arrange for a call back from his manager "within the next couple of days". A callback which has so far failed to arrive.
Why am I not surprised. I want to be clear on one thing though. I will be charging hmrc for my time. After all, you'd fine me if I ignored all your letters for 6 months, so why should we not start charging you for all the extra time and effort we have to put in, just to get a simple error corrected.