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Original poster

IMPOSSIBLE to get through to HMRC

35 replies

whataboutbob · 21/12/2018 18:04

I’ve started a new job, I owe some tax money and when I did my returns last I asked them to take it out of my salary. I’m getting letters asking for the money otherwise I’ll be fined. I just want to speak to a human to make sure they take it out of my salary . Each time you get in a loop with the robot and then get told to hang up because “ we’re very busy right now. Please ring another time”. No telephone chat available either I guess I’ll have to write to them.

OP posts:
Clickncollect · 21/12/2018 18:05

I’ve had this OP and it’s so so frustrating. I’ve so spent a week calling them on and off before getting through. Good luck!

BlueJay1 · 21/12/2018 18:06

I got through really easily last time I had to speak to them. This was in September. I was only on the loop / hold for under 5 mins. Maybe it's busy this time of year with all the tax returns due in Jan.

Original poster
whataboutbob · 21/12/2018 18:25

Unfortunately I think it is a busy time of year and I’m running out of time so I’ll have to write to them.

OP posts:
NotSuchASmugMarriedNow1 · 21/12/2018 19:04

Have you tried ringing them 5 minutes before the cut off time? That sometimes helps.

Original poster
whataboutbob · 22/12/2018 08:02

Thanks I’ll give that a try.

OP posts:
Ta1kinpeace · 22/12/2018 15:25

Has your tax code been changed to pay the tax due?

As in if you pay them by cheque and get it done and dusted, would you have paid twice?

Also remember that large bills CANNOT be paid through your tax code - they have to go direct.

80sMum · 22/12/2018 15:27

Can you contact them through your online tax account?

eurochick · 22/12/2018 15:40

All the self-employed people will just have received their annual pre-Christmas stocking great bill from hmrc so it's undoubtedly a bad time.

nancybelle · 22/12/2018 15:42

They open at 8am but there are always people answering the phones from 7:45am. I’ve never had a problem getting through at that time.

ChipsAndKetchup · 22/12/2018 15:43

Send them a tweet. I found they responded very quickly to that

jelliebelly · 22/12/2018 16:00

Like all call centres there are good and bad times to ring - early morning or after 4pm are usually good also late evening.

MaderiaCycle · 22/12/2018 16:18

Self assessment deadline is coming up so I imagine they’re swamped.

Ta1kinpeace · 22/12/2018 16:22

Nah
they are swamped because they have lost so many staff
its been this bad for months and months
even the dedicated Agent lines are nadgered

but OP needs to check whether HMRC are at fault or she is ....

Notquiteagandt · 22/12/2018 16:27

I have the same. But I phoned up and wad told loads of people have had invoices. But there is a new payment system being set up due to launch 1st jan. So I imagine thats why its super busy!

Good luck. Calls to hmrc are the worst

Elllicam · 22/12/2018 16:28

It’s hellish just now.

Badbadbunny · 22/12/2018 20:01

Early morning or evening are best times to ring them.

ivykaty44 · 22/12/2018 20:21

Are they open on a Sunday?

Ta1kinpeace · 22/12/2018 21:16

ivykaty
this the UK government we are talking about

ivykaty44 · 22/12/2018 21:19

So how come you can phone tax credits on a Sunday...? Talkinpeace surely tax credits is also part of HMRC

Ta1kinpeace · 22/12/2018 21:25

At the weekend you are just getting the call centre workers who follow the screens and the manuals.
If you want a competent official who understands stuff it has to be between 10am and 5pm Mon - Fri

ivykaty44 · 23/12/2018 03:20

Op can’t get through in the week talkingpeace so perhaps trying on a Sunday & op might get to talk to someone, which is her issue. Just a suggestion, if op would rather keep phoning in the week & not speaking to anyone as she’s doing now that’s fine

Frogletmamma · 23/12/2018 03:30

Get an online tax account. Honestly much easier than weeks on hold. In my job I have to ring up about council tax payments so I know what it's like.

Ta1kinpeace · 23/12/2018 12:14

Frogletmamma
The OP has already filed their SA return.
They have a problem with their coding.
logging into their account will not sort that.

But it would be useful if the OP would come back and confirm whether the amount is over the code adjustment limit

Nat6999 · 23/12/2018 13:03

As an ex HMRC staff member I can tell you that now all work is done in what I can only describe as "processing factories" this includes telephone calls, they have cut staff to the bone, training is minimal so each call probably takes at least twice as long as it used to because the call handlers don't have experience like they used to when calls were passed to the department specialising in your type of query who actually calculated the tax you owed & sent out the communication to you. They call this progress, knowing the civil service, one day someone will have the great idea that the old way worked better & everything will go back to how it used to be, the person who had the idea will get a massive bonus. Sorry if I sound cynical but after 27 years service that is what usually happens.

Ta1kinpeace · 23/12/2018 14:21

Nat6999
As an accountant with 30 years' experience of dealing with HMRC
I agree totally with your views.
I have a query that has been rumbling along for 5 years
and even named senior officers cannot make the system work for them.
Its awful.