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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

To despise HMRC

131 replies

Neededanewuserhandle · 18/04/2023 08:33

I have a job and I am receiving a small regular pension. The total is about £56K. HMRC has issued me with new tax codes - D1 for each. This means I must pay 45% tax on everything. It is clearly wrong, but II cannot get through to anyone to get them to correct their error. They refuse to accept any contact except paper letter or phone call. They are such a hateful incompetent arrogant organisation.

OP posts:
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5
Original poster
Neededanewuserhandle · 18/04/2023 10:25

Me too, you’re being aggressive with posters here, too. You reap what you sow. I’ve always found them perfectly reasonable on the phone.

I find them reasonable on the phone - but it is so hard to get through and I shouldn't even need to call because the tax codes are very obviously wrong.

I don't think I have been aggressive.

OP posts:
DarrellRiversCriminalBehaviourOrder · 18/04/2023 10:26

I've always found them really good on the phone and not had to wait too long.

MrsSkylerWhite · 18/04/2023 10:27

Several others think you have, maybe consider that?

Original poster
Neededanewuserhandle · 18/04/2023 10:27

IMustDoMoreExercise · 18/04/2023 10:24

But you can just tell them on the income section that your tax code is wrong. That is what my husband did.

Show quote history

I am sorry, I must be missing something as I can't find any option to tell them online that my code is wrong - only to update details that should result in a different tax code - which I have done.

OP posts:
HalfSiblingsMadeContact · 18/04/2023 10:28

I really really hate it when people misinterpret reasonable upset and/or frustration as aggression and anger. You're trying to deal with something that is unreasonable, and someone tries to tell you it's you who's the unreasonable one?

Anyone reading on here who is in any sort of customer service, please please pay attention when someone starts sounding frustrated in their communication with you - the first thing you need to do is listen more carefully to make sure you understand what their problem is. Not tell them they are being aggressive and that you don't have to put up with that!

(sorry about the rant ...)

OP, I really hope you can find a way to get through to HMRC and get your issue dealt with soon. It sounds utterly ridiculous.

Clymene · 18/04/2023 10:29

I would block out an hour in your diary and call them. I've spoken to them twice in the last few months and the second time only had to wait a few minutes.

Yes it's annoying that they've made a mistake but it's easily rectified.

VivX · 18/04/2023 10:29

I agree that the tax code on both of your incomes (pension and job) should not be D1 - if that's what you're saying has happened (and you have no other taxable income) - because at £56k gross income, you should still have a personal allowance that is not reflected in either income source.

And it is frustrating trying to get through to HMRC at times.
When you do get through, the staff are generally friendly and helpful, though. I wouldn't characterise the entire body of staff as "hateful"

Anyway, when you do log into your online account, are the details for both sets of income correct? Correcting those details (if they are incorrect) should trigger a tax code change but it takes weeks for it to happen.
If you still want to ring them, do still make sure that your income details in your online account are correct before ringing them.
Also, ring them when they open at 8am.

HappyHolidai · 18/04/2023 10:29

If you already have a personal tax account why did you demand information on how to set one up?

Go to your tax code section and you can fill in a form to explain what needs to change. The video on how todo this has been posted twice.

I don't think it's HMRC that is the problem here, or at least not wholly, if you don't engage with what they ask you to do. They are desperate for everyone to do things online and are deliberately understaffed so they cannot deal with all the telephone demand.

Original poster
Neededanewuserhandle · 18/04/2023 10:29

MrsSkylerWhite · 18/04/2023 10:27

Several others think you have, maybe consider that?

About the same number who thought I was just frustrated. In any case it's largely irrelevant I can assure you I am polite and decent to the staff at HMRC if/when I get through - it's not their fault.
If you think pointing out when another poster is simply incorrect is aggressive then I will accept I am aggressive, as defined by you.

OP posts:
Original poster
Neededanewuserhandle · 18/04/2023 10:30

HappyHolidai · 18/04/2023 10:29

If you already have a personal tax account why did you demand information on how to set one up?

Go to your tax code section and you can fill in a form to explain what needs to change. The video on how todo this has been posted twice.

I don't think it's HMRC that is the problem here, or at least not wholly, if you don't engage with what they ask you to do. They are desperate for everyone to do things online and are deliberately understaffed so they cannot deal with all the telephone demand.

If you already have a personal tax account why did you demand information on how to set one up?

I didn't.

OP posts:
FrownedUpon · 18/04/2023 10:31

Your communication style is aggressive, so they’re probably not inclined to be overly helpful with you. Maybe try being kinder and less defensive.

Original poster
Neededanewuserhandle · 18/04/2023 10:31

VivX · 18/04/2023 10:29

I agree that the tax code on both of your incomes (pension and job) should not be D1 - if that's what you're saying has happened (and you have no other taxable income) - because at £56k gross income, you should still have a personal allowance that is not reflected in either income source.

And it is frustrating trying to get through to HMRC at times.
When you do get through, the staff are generally friendly and helpful, though. I wouldn't characterise the entire body of staff as "hateful"

Anyway, when you do log into your online account, are the details for both sets of income correct? Correcting those details (if they are incorrect) should trigger a tax code change but it takes weeks for it to happen.
If you still want to ring them, do still make sure that your income details in your online account are correct before ringing them.
Also, ring them when they open at 8am.

Thank you for actually reading and understanding - this is exactly it.

All the income data etc is correct and up to date. D1 for both is simply wrong.

OP posts:
Original poster
Neededanewuserhandle · 18/04/2023 10:34

FrownedUpon · 18/04/2023 10:31

Your communication style is aggressive, so they’re probably not inclined to be overly helpful with you. Maybe try being kinder and less defensive.

Since I cannot get through on the phone I haven't had a chance to adopt any form of communication style.
They aren't basing their level on helpfulness on my "communication style".
When will HMRC be kinder?

OP posts:
BernadetteRostankowskiWolowitz · 18/04/2023 10:36

I'm another one who isn't seeing aggression, just frustration. It's even more frustrating seeing people say "just email them" yet the OP has said she cannot find an email address to use, and is asking what email address to those suggesting it, who don't come back and supply one.

IMustDoMoreExercise · 18/04/2023 10:36

Neededanewuserhandle · 18/04/2023 10:27

I am sorry, I must be missing something as I can't find any option to tell them online that my code is wrong - only to update details that should result in a different tax code - which I have done.

Show quote history

Sorry, you are correct. I have just checked and it has all changed. Previously you could just add a note but it looks like you can't now.

roarfeckingroarr · 18/04/2023 10:38

Her Majesty's Robbing C*nts

YANBU

VivX · 18/04/2023 10:38

Sorry, I've cross-posted with the OP and others. As far as I recall, there's no way to directly tell HMRC via the online account that your tax code is wrong. Only to update your income details in order for the system to trigger a new tax code.

When did you update your income details online? If only in the last three weeks (may be more), then it would be too soon to expect a tax code change.

Original poster
Neededanewuserhandle · 18/04/2023 10:39

IMustDoMoreExercise · 18/04/2023 10:36

Sorry, you are correct. I have just checked and it has all changed. Previously you could just add a note but it looks like you can't now.

Show quote history

Thanks - I thought I was going crazy.

OP posts:
VivX · 18/04/2023 10:41

Anyway, if your income details are correct online and they have been correct for some time (ie more than a few weeks), then the system has failed (which, despite the best of intentions on all sides, does happen) and you'll have to ring them but as I said, try and do it at 8am.

(I'm sorry for posting piecemeal - this could all have been one post!)

rumpsteak · 18/04/2023 10:43

HalfSiblingsMadeContact · 18/04/2023 10:28

I really really hate it when people misinterpret reasonable upset and/or frustration as aggression and anger. You're trying to deal with something that is unreasonable, and someone tries to tell you it's you who's the unreasonable one?

Anyone reading on here who is in any sort of customer service, please please pay attention when someone starts sounding frustrated in their communication with you - the first thing you need to do is listen more carefully to make sure you understand what their problem is. Not tell them they are being aggressive and that you don't have to put up with that!

(sorry about the rant ...)

OP, I really hope you can find a way to get through to HMRC and get your issue dealt with soon. It sounds utterly ridiculous.

The OP comes across as aggressive in the way they talk about HMRC but also in their interactions with ther posters. Others posters are not here as customer service and don't have to put up with it. The OP has been gently nudged and the tone has changed since then. Frustration is one thing but being rude to people trying to help is another thing entirely.

RB68 · 18/04/2023 10:43

pay a tax accountant if you don't like sorting - once sorted make a decision re staying or not with accountant.

Guillebeaux · 18/04/2023 10:45

roarfeckingroarr · 18/04/2023 10:38

Her Majesty's Robbing C*nts

YANBU

*His Majesty’s . . .

VivX · 18/04/2023 10:51

RB68 · 18/04/2023 10:43

pay a tax accountant if you don't like sorting - once sorted make a decision re staying or not with accountant.

It honestly should not take a tax accountant to sort out tax codes on two PAYE income sources.

This is something that people should expect to be able to do for themselves fairly straightforwardly.

I have sympathy for the OP, it is frustrating when it goes wrong and it's hard to get through to someone at HMRC. But equally, with the volume of tax codes HMRC deals with, it is not surprising that sometimes things go a bit wonky.

tara66 · 18/04/2023 11:22

Google HMRC forum - there's a forum which are multiple questions to HMRC - they reply in a few days - you don't use your real name and everyone can see replies - so probably accurate.

Original poster
Neededanewuserhandle · 18/04/2023 11:31

rumpsteak · 18/04/2023 10:43

The OP comes across as aggressive in the way they talk about HMRC but also in their interactions with ther posters. Others posters are not here as customer service and don't have to put up with it. The OP has been gently nudged and the tone has changed since then. Frustration is one thing but being rude to people trying to help is another thing entirely.

Show quote history

Could you please point out where I have been rude?

OP posts: