The Agent helpline on 0300 200 3311 is unobtainable...is this still the right number is it in meltdown too?!
Replies (9)
Please login or register to join the discussion.
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.
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.
I wonder what the next survey will show?
5% of calls answered within one week, or 80% of calls answered within 10 minutes?
If call never answered?
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.
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.
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.
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?