is this a hormonal thing?
I have been having the biggest problems with my end of year employer return.
I don't want to be an employer anymore, cos I've lost my little employee
anyway, these huge problems meant I had to ring the helpline, but after waiting for what seemed like hours to talk to a person, I started crying when I spoke to her. Big, sobby wails.
the bitch told me I was shouting at her (i was rather hysterical, and may have been shouting, but I was only shouting becauseI was sobbing and panicking at the time), then ended the phonecall! 
I had to ring back, still sobbing (but a bit quieter this time) and, eventually, the phone was picked up by a man.
so the first thing I said to him was "please don't hang up on me!"
managed to calm down after about 5 minutes into the phone call, and the man was lovely, managing to translate my insane babblings into the questions I was trying to ask.

why does HMRC make these things so hard to do??