Active discussions

Please or to access all these features

Talk
AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

Getting throught to HMRC/DWP/PIP etc is just awful

38 replies

Mogzillas · 06/03/2025 11:27

Made a PIP claim for my daughter 4 weeks ago and form hasn't arrived still.

I rang the number and had to listen to 9 options.
Picked new claims as I've not even sent the form off, took 20 mins to get through.
Lady says I need to ring back and click existing claims.

Which I did but they're asking for her bank details and last PIP payment amount to confirm identity (through a robot) which we don't have because she doesn't have an active claim.

After button bashing I'm listening to some tinny music for 15 mins before I just get cut off.

TWICE

Am on my 4th attempt now and been waiting 53 minutes.

My first call was at 9.45am

I'm feeling so frustrated.

OP posts:
Belaymehearties · 06/03/2025 12:54

HMRC are an absolute nightmare to contact. I have financial LPA for a 96yo relative but can't get through on the phone to ANYONE about what address to send the LPA to so I can update her contact details for correspondence to me. I only have 1 hard copy so can't lose it by posting it in black hole of a general HMRC address. She has no passport or drivers licence so I can't create her an account and update online.

Bloody useless, although I bet they'll be quick enough to get in touch asking for back payment when she finally dies!

Morph22010 · 06/03/2025 12:53

Annoyeddd · 06/03/2025 11:54

Because they don't have enough staff to be able to give a proper service and if they try to recruit more staff their recruitment process is slow and abysmal layers and layers of ludicrous online games and puzzles so by the time they have recruited a few more people have resigned

I don’t know why you have to phone them though, why can’t we email if it’s something straightforward like asking to send out another form and someone works through the emails, why does it have to involve hundreds of people waiting on the phone at any one time as phone is the only way of contacting

Catza · 06/03/2025 12:50

Mogzillas · 06/03/2025 12:30

That wasnt presented as an option?

Also I don't have a scanner or a printer and I'm not good at all with technology at all, uploading things and all that. It's stressful.

I'd rather just send all the info off and write it properly.

Show quote history

If the online option is available to you, there is no scanning and printing involved. You just complete the whole thing online and press send.

Coffeeishot · 06/03/2025 12:35

Mogzillas · 06/03/2025 12:28

I was just lumping them in with the others. Calling any agency like that is always the same sort of experience.

Show quote history

Oh right OK I was confused about the PIP and why you'd phone HMRC .

I agree it's a total pain getting through on the phone,to these places .

Can I add Dr's surgeries mine is part of a wider group and it has 9 options when you phone NINE!

taxguru · 06/03/2025 12:31

HMRC is abysmal at the moment. Worse than ever. Even when you get to talk to someone, they've not got a clue, don't do what they say they will, and you end up having to call back again, and again, and again, to try to get someone who isn't incompetence.

Original poster
Mogzillas · 06/03/2025 12:30

Catza · 06/03/2025 11:34

Is there any reason you can't just complete the online form?

That wasnt presented as an option?

Also I don't have a scanner or a printer and I'm not good at all with technology at all, uploading things and all that. It's stressful.

I'd rather just send all the info off and write it properly.

OP posts:
luckylavender · 06/03/2025 12:29

Calling hospital wards is Hell

Original poster
Mogzillas · 06/03/2025 12:28

Coffeeishot · 06/03/2025 11:56

Why are you phoning HMRC ?

I was just lumping them in with the others. Calling any agency like that is always the same sort of experience.

OP posts:
TigerRag · 06/03/2025 11:58

You have my sympathy. I moved last year. It took 9 calls just to change my address with ESA. Absolutely ridiculous

(I was on hold for about an hour each time)

Coffeeishot · 06/03/2025 11:56

Why are you phoning HMRC ?

Isobel201 · 06/03/2025 11:55

Catza · 06/03/2025 11:34

Is there any reason you can't just complete the online form?

The online form for PIP is only being piloted in some postcode areas, so the OP will have to check if her postcode is on the list.

HMRC has nothing to do with PIP, its the DWP that deal with PIP.

Annoyeddd · 06/03/2025 11:54

Because they don't have enough staff to be able to give a proper service and if they try to recruit more staff their recruitment process is slow and abysmal layers and layers of ludicrous online games and puzzles so by the time they have recruited a few more people have resigned

Catza · 06/03/2025 11:34

Is there any reason you can't just complete the online form?

Swipe left for the next trending thread