Is this normal for HMRC?

As an agent we rang HMRC and after passing the identity checks the conversation went:
HMRC: How can we help you?
Agent: Do you want the NINO or the UTR?
HMRC: What are you calling about first?
Agent: Surely you need the NINO or UTR first?
HMRC: No, we need to know the purpose of your call.
Agent: The purpose of the call is to ask about progress with our letter dated 16 January.
HMRC: Thank you. What is the UTR?
Agent: The UTR is xxxxxx xxxxxx so now you have asked for what we offered at the begininng of this conversation.
HMRC: That's how we work.

Doh!!!!!!!!!!!!!!!!!!!!!

Is this normal or have we missed something?
frustrated

Comments
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Computers and departments

AnonymousUser |

and we wonder

AnonymousUser |

You think 23:48 is sad?

Anonymous |

Really worthy of a rant on Aweb?

Anonymous |

Comment

Anonymous |

I have a solution -

Anonymous |

Alternative solution,,,,,,,

Anonymous |

Yes that's normal

antony.johnaroberts.co.uk |

Feel better afterwards?

Anonymous |

Crikey!!!

antony.johnaroberts.co.uk |

Apology

antony.johnaroberts.co.uk |

this is the world we live in

mdoussot |