Agent Helpline Unobtainable!!

Agent Helpline Unobtainable!!

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The Agent helpline on 0300 200 3311 is unobtainable...is this still the right number is it in meltdown too?!

Replies (9)

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By ShirleyM
07th Jan 2015 20:09

I had the same problem on Monday

They were 'unable to take our call'. It's the first time that I have experienced the agent line being closed off. I hope it doesn't become a frequent occurrence.

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Replying to chicken farmer:
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By kevinread
07th Jan 2015 20:15

I tried at about 19:30 and just got the unobtainable tone!

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By User deleted
07th Jan 2015 20:18

Same here

Unable to get through on either general or agent numbers - what infuriates me is that they don't tell you immediately that they're too busy. Instead we have to waste precious hours listening to interminable and useless messages about their wonderful website only to end up being told to F off and try again later. And our clients are expected to believe that they are customers of HMRC - heaven help any genuine business that treats its clients in such fashion.

EDIT - Kevin, that is certainly preferable to having to listen to pointless messages.

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By ShirleyM
07th Jan 2015 21:51

I wonder what the next survey will show?

5% of calls answered within one week, or 80% of calls answered within 10 minutes?

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Replying to Accountant A:
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By Maslins
08th Jan 2015 09:36

If call never answered?

ShirleyM wrote:

5% of calls answered within one week

I do wonder a call _never_ being answered counts against their stats?  I bloomin well hope so, otherwise it's a joke and they can demonstrate how brilliantly they're doing by only allowing in one call/hour which they answer promptly.

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By Martin B
08th Jan 2015 11:55

I got through yesterday afternoon

in around two minutes and the lady was most helpful.

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By mbee1
08th Jan 2015 12:15

I had problem on Monday and Tuesday this week but it's been better since then although yesterday spoke to someone who clearly didn't want to be there and rather unhelpful.

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By lechiffre
09th Jan 2015 12:47

Increasing delay in answering calls

It is certainly taking them longer to answer than it used to.

Degree of helpfulness of HMRC staff is variable.

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Morph
By kevinringer
09th Jan 2015 13:28

And the recorded messages

When the ADL was first setup it was answered by a human within a couple of rings. Then they started playing a recorded message. Within the last year that message has been enlarged to "Welcome to HM Revenue & Customs agent dedicated line for self assessment and income tax for individuals. This line is only for authorised accountants and agents. You can find all our contact numbers at hmrc.gov.uk. Select the link for contact us. Please note if you are an agent calling about a different tax our advisors won't be able to help you or connect you to another helpline. You are advised that for quality and security purposes some calls may be recorded. Please hold and you will be connected to the next available advisor."  Hold music. And it can now take a few minutes to be answered. That is much better than the general helplines: see January 2015 Which magazine which reports average wait time 20 minutes. But poor compared to when the ADL was launched. HMRC - why as it deteriorated?

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